Klaviyo

Overview

The global renewals team at Klaviyo focuses on retaining and expanding customer relationships by ensuring clients continue to see value in Klaviyo's platform. The Renewal Specialist will own and drive timely renewals for contracted Klaviyo customers (Commercial/SMB market).

About Klaviyo

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements.

Requirements & Eligibility

• 2–5 years in renewals, account management, customer success, sales support, or another customer-facing role, preferably within enterprise software or SaaS
• Strong interpersonal, written, and verbal communication skills with the ability to build effective working relationships internally and externally
• Ability to manage multiple priorities and deadlines in a fast-paced environment with strong attention to detail
• Ability to identify customer challenges, think critically, and collaborate on solutions to support successful renewal outcomes
• Comfortable leveraging customer data, reporting, and CRM systems to manage renewals and identify risks or opportunities
• Proficiency in CRM tools (Salesforce, Gainsight, etc.) and other customer management systems preferred
• High school diploma or equivalent work experience required; Bachelor’s degree preferred

Key Responsibilities

• Manage the end-to-end execution of customer renewals (Commercial / SMB), ensuring timely contract completion and supporting customer retention goals
• Build and maintain relationships with customer stakeholders, providing a positive and professional renewal experience while addressing customer questions and concerns
• Partner closely with Customer Success, Sales, Finance, Legal, and other internal teams to support renewal execution and identify potential growth opportunities
• Monitor customer renewal activity and proactively identify risks to renewal success, escalating concerns and partnering with internal stakeholders on retention efforts
• Maintain accurate renewal forecasts, pipeline tracking, and CRM hygiene to support business visibility and planning
• Follow established renewal processes and contribute feedback and ideas to improve efficiency, scalability, and customer experience
• Support renewal discussions and pricing conversations within established guidelines to help drive mutually beneficial outcomes
• Act as a customer advocate internally, ensuring customer needs and feedback are communicated effectively across teams