Customer Success Advisor - Renewals

🌎 Please only apply if you are based in Americas timezones. We unfortunately cannot accept applications beyond these. The specific countries we can from in this timezone are listed here.

⏳ Please hurry! We're running a speedy process. Applications close on 13 November. Assessments will close on 15 November, and we'll host interviews during the 2 following weeks.

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Hi there, I'm Josh Lipner, Manager, Account Management at TestGorilla. We're excited to share more about the Customer Success Advisor, Renewals role and our team.

About TestGorillaAt TestGorilla, we’re on a mission to place 1 billion people in their dream jobs. To democratize opportunity, we are building the world’s leading skills-based talent discovery platform - one that replaces reliance on resumes with scientific validation of what people can truly do.

Founded as a 100% remote company in 2020, our global team is united by high standards, a lot of heart, and a relentless drive to conquer new technological frontiers. We are AI-fluent builders who care deeply about replacing bias with fairness.

After empowering thousands of companies to hire smarter and faster, we are now unlocking the next phase of our scale-up journey - where you’ll play an instrumental role in creating a world where skills matter most!

About the roleAs our Customer Success Advisor, Renewals, you'll run the commercial conversations that keep our customers with us. You'll take renewals from first quote to signed order, handle pricing and billing conversations within our pricing and discount framework, and guide customers through plan changes, upgrades and downgrades across our assessment and sourcing products. You'll also take customers through the commercial side of our migration to usage-based pricing: explaining what changes, what it means for their spend, and landing the right plan for them using our migration playbook. When a customer wants to cancel or disputes a charge, you'll work the conversation through our retention and refund guidelines, and bring in your manager when a case sits outside them.

You'll work with AI agents as part of your day. They handle the routine end of renewals and billing: sending notices, preparing standard quotes, gathering account and invoice history, and answering simple plan questions. That frees you to spend your time on the conversations that need a person: negotiating within the framework, handling objections, and resolving the cases that don't fit a standard answer. You'll check their work before it reaches customers, step in when a case needs you, and share what you learn so they get better at the routine work over time.

This is a high-volume role with a commercial edge. You'll run a steady pipeline of renewals and commercial cases across our self-serve and mid-market customers. We're looking for someone who is commercially astute, organised, a great communicator and calm under pressure, and who is excited and able to contribute to our AI journey: automating the repeatable and humanising the exceptional.

ResponsibilitiesIn this role, your responsibilities will include but not be limited to:

• Uphold TestGorilla's behaviours and foster an inclusive, supportive culture.

• Collaborate effectively with global colleagues across teams and time zones.

• Own renewals from first quote to signed order across our self-serve and mid-market customers, for both our assessment and sourcing products.

• Handle pricing and billing negotiations, upgrades, downgrades and our usage-based pricing migration within our pricing framework and playbooks: quoting, explaining what changes and what it means for the customer's spend, and landing the plan that fits how they use the product.

• Work cancellation and dispute conversations through our retention and refund guidelines, resolving unexpected charges and refund requests...