This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Advisor – Renewals based in Canada.

We are looking for a commercially driven Customer Success professional to manage customer renewals and strengthen long-term client relationships within a fast-growing SaaS environment. In this role, you will oversee the renewal process from initial quotations through to signed agreements, while managing pricing discussions, billing inquiries, and subscription changes. You will guide customers through new usage-based pricing models, helping them understand their options and identify plans that best suit their needs. Working alongside AI-powered agents, you will focus on complex customer conversations, negotiations, retention opportunities, and exceptional service cases. You will also contribute to improving automation workflows by reviewing AI-generated interactions and providing feedback to enhance their performance. This is an exciting opportunity to combine commercial expertise, customer relationship management, and practical AI automation experience within a fully remote, international team.

Accountabilities:

- Manage the complete renewal lifecycle for self-service and mid-market customers, from preparing initial quotations to securing signed agreements across assessment and sourcing products.
- Lead commercial conversations involving pricing, billing, subscription renewals, upgrades, and downgrades, ensuring all discussions align with established pricing and discount frameworks.
- Guide customers through the transition to usage-based pricing, clearly explaining pricing changes, potential spending implications, and available subscription options.




- Identify opportunities to retain customers by understanding their needs, addressing objections, resolving concerns, and recommending appropriate solutions.
- Handle cancellation requests, billing disputes, unexpected charges, and refund inquiries in accordance with established retention and refund policies, collaborating with Finance when necessary.
- Escalate complex or exceptional customer cases to management when they fall outside established guidelines.
- Work alongside AI-powered customer success agents, allowing automation to manage routine renewal and billing activities while personally handling negotiations and situations requiring human judgment.
- Review AI-generated communications, quotations, and customer interactions before they are shared, ensuring accuracy, consistency, and a high standard of customer experience.
- Provide feedback and insights to improve AI agents, helping expand their ability to manage routine customer success activities effectively.
- Maintain accurate and up-to-date customer records within the CRM and agentic customer success platform, ensuring all renewals, subscription changes, billing disputes, and interactions are properly documented.
- Collaborate with colleagues across departments and international time zones to ensure smooth customer operations and consistent service delivery.
- Contribute to an inclusive, supportive,



and collaborative team culture while continuously improving customer success processes and workflows.

Requirements:

- Proven experience in Customer Success, Renewals, Account Management, or Sales, with a strong track record of managing renewals and commercial negotiations at scale.
- Strong commercial judgment and the ability to prepare quotations, explain pricing changes, negotiate within established discount frameworks, and secure favorable customer outcomes. This is an essential requirement.
- Practical experience building automations or agentic workflows using tools such as n8n, Zapier, or similar platforms. Candidates must be able to demonstrate automations they have personally developed and the results achieved.
- Experience working alongside AI agents or automation tools in a customer-facing environment, with the ability to review outputs, identify errors, and improve automated workflows. Using large language models alone does not meet this requirement.
- Fluency in both English and Spanish, with excellent written and verbal communication skills in both languages.
- Solid customer relationship management skills, with the ability to build trust, handle objections, de-escalate difficult conversations, and successfully retain customers.
- Excellent organizational and time-management skills, with the ability to manage a high volume of renewals, billing inquiries, and customer cases without overlooking important details.
- Strong attention to detail and commitment to maintaining accurate CRM records and customer documentation.
- Ability to communicate clearly and confidently with customers during pricing, billing, and cont

📌 Customer Success Advisor (Canada)
🏢 Jobgether
📍 Canada