Senior Pl Renewals Operations Analyst (SaaS)

TL;DR

Senior Pl Renewals Operations Analyst (SaaS): Maximizing subscription renewals for SMB customers across North America with an accent on customer retention and cross-functional collaboration. Focus on achieving renewal targets, identifying upsell opportunities, and managing CRM records.

Location: Brazil (hybrid or remote). Must be available across all North American time zones and follow the North American statutory holiday schedule.

Company

Global technology provider of end-to-end software solutions for customizable products and spaces across multiple industries.

What you will do

• Achieve and exceed monthly and annual renewal targets for SMB customers.
• Engage customers pre- and post-renewal to ensure high retention rates.
• Identify upsell and cross-sell opportunities to support Sales growth.
• Maintain accurate and up-to-date CRM records using Salesforce and Totango.
• Collaborate cross-functionally to improve customer satisfaction and share feedback.

Requirements

• 3+ years of experience in customer-facing roles such as Customer Success or Account Management.
• Proven track record in improving customer retention and satisfaction.
• Fluent in English and French.
• Availability to work North American business hours (EST/EDT, CST/CDT, MST/MDT, PST/PDT).
• Experience with CRM tools like Salesforce or Totango.
• Bachelor’s degree and SaaS experience preferred.

Culture & Benefits

• Flexible and autonomous ways of working.
• Culture of openness, trust, and respect.
• Focus on ownership, problem-solving, and making a tangible impact.
• Commitment to diversity of experience and perspective.
• Supportive leadership committed to professional growth.