Renewal Specialist
At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) 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. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit klaviyo.com/careers to see how we empower creators to own their own destiny.
Renewal Specialist
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 team works closely with Customer Success, Sales, and other GTM teams to drive retention, reduce churn, and maximize renewal rates.
The Renewal Specialist will own and drive timely renewals for contracted Klaviyo customers (Commercial/SMB market). They partner with Customer Success and Growth teams to manage renewals, support upsell opportunities, and ensure a seamless customer experience throughout the renewal cycle. They thrive in a fast-paced environment, ensuring smooth execution through strong organization and cross-functional collaboration.
The Renewal Specialist is responsible for managing a portfolio of customer renewals, supporting retention efforts, and helping customers continue to realize value from Klaviyo’s platform. This individual will engage with customer stakeholders, collaborate across internal teams, and contribute to operational excellence within the renewals function.
How you’ll make a difference:
Renewal Management – Manage the end-to-end execution of customer renewals (Commercial / SMB), ensuring timely contract completion and supporting customer retention goals.
Customer Relationship Management – Build and maintain relationships with customer stakeholders, providing a positive and professional renewal experience while addressing customer questions and concerns.
Cross-Functional Collaboration – Partner closely with Customer Success, Sales, Finance, Legal, and other internal teams to support renewal execution and identify potential growth opportunities.
Risk Identification & Retention Support – Monitor customer renewal activity and proactively identify risks to renewal success, escalating concerns and partnering with internal stakeholders on retention efforts.
Forecasting & Pipeline Management – Maintain accurate renewal forecasts, pipeline tracking, and CRM hygiene to support business visibility and planning.
Process Execution & Operational Excellence – Follow established renewal processes and contribute feedback and ideas to improve efficiency, scalability, and customer experience.
Negotiation & Commercial Support – Support renewal discussions and pricing conversations within established guidelines to help drive mutually beneficial outcomes.
Customer Advocacy – Act as a customer advocate internally, ensuring customer needs and feedback are communicated effectively across teams.
What you’ll bring:
Experience: 2–5 years in renewals, account management, customer success, sales support, or another customer-facing role, preferably within enterprise software or SaaS.
Collaboration & Communication: Strong interpersonal, written, and verbal communication skills with the ability to build effective working relationships internally and externally.
Organization & Time Management: Ability to manage multiple priorities and deadlines in a fast-paced environment with strong attention to detail.
Problem Solving: Ability to identify customer challenges, think critically, and collaborate on solutions to support successful renewal outcomes.
Analytical Mindset: Comfortable leveraging customer data, reporting, and CRM systems to manage renewals and identify risks or opportunities.
Technical Acumen: Proficiency in CRM tools (Salesforce, Gainsight, etc.) and other customer management systems preferred.
Nice to have:
- Fluent French or German (written and spoken)
- High school diploma or equivalent work experience required; Bachelor’s degree preferred.
- Experience working in SaaS, subscription-based businesses, or customer lifecycle management environments preferred.
Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.
In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.
Get to Know Klaviyo
We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.
By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.