Role Overview
Being a Bobber means bringing your whole self to work-whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here. Our team is growing, and we're looking for an enthusiastic Renewal Specialist who will play a pivotal role in safeguarding recurring revenue by managing the renewal lifecycle for HiBob's global micro-segment. You will drive operational efficiency, maintain strong renewal rates across a large portfolio, and ensure a seamless, consistent experience for our customers worldwide. We are looking for an experienced, energetic, and positive Renewal Specialist to support our EMEA customers. You will have great interpersonal skills as well as a strong bias towards excellent client service. You will be analytical, with great organisational skills, and demonstrate business-oriented decision-making. Additionally, you will possess excellent negotiation skills, ensuring the best outcomes for both the company and our customers. In this role, you will be responsible for owning a retention target, driving efforts to meet and exceed it. You will also analyse customer data to prioritise and determine which customers need immediate action, ensuring a strategic and focused approach to managing renewals. You will proactively recognise growth opportunities within existing accounts, identifying ways to expand the relationship and increase value. Equally important is the ability to recognise risk early on, taking appropriate and timely action to mitigate it.
Key Responsibilities
* Retention Management: Own and manage a retention target, ensuring the timely renewal of contracts while maintaining or increasing customer satisfaction.
* Customer Data Analysis: Use data and customer insights to inform decision-making and action plans. Segment customers based on value, behaviour, and renewal likelihood to prioritise focus and efforts on the most critical accounts.
* Negotiation: Handle contract renewals end-to-end, from initial engagement to final signature. Leverage negotiation skills to ensure favourable outcomes while maintaining a positive client relationship.
* Risk Mitigation: Regularly assess account health by tracking key metrics. Identify early warning signs of potential churn and take timely action to address risks, ensuring a proactive rather than reactive approach.
* Growth Opportunity Identification: Identify potential upsell opportunities within existing accounts. Proactively engage with customers to expand service usage and drive revenue growth.
* Customer Advocacy: Act as a trusted advisor to your customers, ensuring their business needs met and advocating internally on their behalf when necessary.
* Process Improvement: Continuously seek opportunities to improve the renewal process, ensuring it is as efficient and customer-centric as possible.
Job Requirements
* Demonstrable experience of SaaS Account Management or CSM experience.
* Proven ability to negotiate renewals and contracts, ensuring mutually beneficial outcomes while maintaining strong customer relationships.
* Strong commitment to customer service excellence, with a proactive approach to solving problems and meeting customer needs.
* Demonstrable experience of owning EU book of business with targets on net retention with main KPIs on low churn and expansions: Upsells & cross-sells.
* Demonstrated ability to make business-oriented decisions, balancing customer satisfaction with company objectives, and identifying revenue growth opportunities.
* A passion to learn the products' functionality, and you're tech‑savvy.
* Experience of accurately forecasting and hitting revenue targets.
* Ability to analyse customer data, identify trends, and make informed, data-driven decisions on where to focus retention and growth efforts.
* A desire to work in a fast-paced startup environment.
* A strong work ethic, integrity and desire to succeed, proactive mindset.
* Executive project management skills and able to communicate effectively across the C‑suite.
* Experience working with Salesforce & Web-based technologies.
* Experience with Intercom, Slack, Quicksight, Zendesk, Airtable – advantage.
* HR or HRM background – advantage.
Company Overview
HiBob is a fast-growing, global HR platform helping mid‑sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including names like Monzo, Happy Socks, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers". Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.
Benefits
* Company share options plan – every employee can eventually become a shareHolder.
* Cash allowance for health insurance.
* Annual vision allowance.
* Annual Headspace subscription and wellness benefits.
* Travel support (cycle scheme and season ticket loans).
* Hybrid working from day 1.
* Workshop allowance – to get your home office set up!
* Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment).
* Bob balance days – Enjoy a company‑wide long weekend at the beginning of each quarter.
* 2 Social Impact days per year for volunteering.
* Awesome employee referral program – $2,500 for each successful referral with an additional ambassador programme.
* Pension scheme auto‑enrolment from day 1.
* Fun company and team social events (locally and virtually with our global teams).
* We love birthdays – take the day off and receive a special gift.
* If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
* Learn about HiBob's hybrid working model.
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