Renewals & Retention Manager (Portuguese Speaking)

Your opportunity

At New Relic, we believe in a virtuous cycle where customer success fuels improved revenue performance. Our Renewals & Retention team is a pivotal function that sits at the intersection of Customer Success, Sales, and Product, focused squarely on securing and growing our existing revenue base. We are a passionate, upbeat, and highly motivated group committed to exceptional customer loyalty.

We are seeking a Renewals & Retention Manager to join our team and make a positive impact in the continued success and growth of our organization. In this critical role, you will be a key driver of retention, adoption, and expansion, making your work pivotal to our product-led, growth sales model. Strong leadership ensures positive relationships and alignment across Product, Marketing, and Sales.

If you are passionate about building deep, strategic customer relationships and thrive in a quota-carrying environment, let's talk!

What you'll do

You will utilize the best of customer success, renewals, and sales methodologies to deliver positive business outcomes for our customers and New Relic.

Drive Revenue & Retention

• Secure & Negotiate Renewals: Build positive relationships with customer decision-makers and end-users to negotiate, finalize, and establish renewal quotes for both self-serve and subscription customers.
• Mitigate Churn: Proactively identify accounts at risk (downgrades, churn) and develop strategic plans to mitigate uncertainty, drive customer satisfaction, and sustain high renewal rates.
• Deliver Expansion: Grow revenue at renewal time and throughout the customer lifecycle. Increase Consumption Run Rate (CRR) for Pay-As-You-Go (PAYG) customers by finding new upsell opportunities.

Cultivate Customer Success & Adoption

• Improve Customer Relationships: Engage with accounts at key moments in the customer journey, becoming their voice within New Relic. Complete Customer Business Reviews, Account Plans, and Renewal Discussions.
• Increase Adoption: Support customer Onboarding and strengthen product knowledge through account Health Checks, Business Value Assessments, and facilitate customer education through enablement sessions on the New Relic Platform.
• Advocate & Resolve: Collaborate with departments (Sales, Operations, Customer Solutions, Legal, and Collections) to resolve customer issues and advocate on their behalf.

Strategic Execution & Data Analysis

• Value Articulation: Effectively communicate company messages and our value proposition, both verbally and in writing.
• Data-Driven Strategy: Use strong analytical skills and experience working with data to professionally advise strategy, identify industry trends, and inform economic buyers and decision-makers.
• Operational Excellence: Maintain an accurate customer master record, including buying programs, contract renewal dates, customer contact information, and sentiment. Ensure proper Salesforce hygiene with thorough, accurate, and up to date information for all your accounts, opportunities, and contacts.

This role requires

• 5+ years of experience in a quota-carrying role, managing renewals, or customer success role, closing large complex time-sensitive software contracts, preferably within the SaaS industry.
• Proven ability to build deep, strategic relationships with customer contacts at all levels of technical and non-technical depth, including senior leadership and C-Level Executives.
• Experience in building, analyzing, and interpreting datasets to accurately manage a pipeline for success.
• A track record of identifying key customer goals and steering value-based discussions that lead to growth and expansion.
• Excellent professional written and verbal communication skills that actively demonstrates true relationship-building, and the ability to work collaboratively with all internal and external points of contact effectively.
• Experience in mastering time management that yields retaining loyal customers and successfully renewing contracts early and on time.
• Experience using and learning new software (e.g., G Suite, Salesforce (Sales Cloud, Service Cloud, etc.), Groove, Periscope) MS Excel and PowerPoint presentations.
• Speak fluent Portuguese (and Spanish is a plus).
• Experience working in a Hybrid environment.

Bonus points if you have

• Thorough background in Observability, Application Performance Monitoring, or DevOps.
• Experience with Consumption-based Selling and Platforms.
• Experience with multiple defined Sales Methodologies including, Challenger Sale, Command of the Message, and MEDDPICC.
• Contributed to building a scaled Customer Success function.
• Project Management Experience (e.g., PMP, CSM, or CSPO, certifications).

Please note that visa sponsorship is not available for this position.

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