Senior Principal Renewals Specialist

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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 Senior Principal Renewals Specialist will own and drive timely renewals for contracted Klaviyo customers. They partner with Customer Success and Growth teams to manage renewals, handle upsells, and streamline processes. They thrive in a fast-paced environment, ensuring smooth execution through strong organization and cross-functional collaboration.

The Senior Principal Renewals Specialist is a strategic leader within the renewals function, responsible for managing complex, high-value renewals and driving continuous improvement in renewal operations. This individual will engage with senior customer stakeholders, contribute to renewals strategy and innovation, and act as a thought leader within the organization.

• Enterprise-Level Renewal Strategy - Drive the end-to-end execution of high-value, strategic, and multi-year renewals, ensuring contract structure optimization and maximizing customer retention.
• Executive Stakeholder Management - Build and maintain relationships with C-suite executives and senior decision-makers, effectively articulating Klaviyo's business impact and mitigating churn risks at the highest level.
• Thought Leadership & Mentorship - Serve as a trusted advisor for both customers and internal stakeholders, mentoring Senior Renewals Managers and contributing to the evolution of Klaviyo's renewals framework.
• Cross-Functional Influence - Work closely with Sales, Customer Success, Product, Finance, and Legal to drive strategic renewal motions and identify expansion opportunities.
• Risk Management & Retention Strategies - Develop and implement proactive churn mitigation strategies, leveraging customer data and predictive analytics to drive early engagement on at-risk renewals.
• Advanced Forecasting & Business Insights - Own renewals forecasting at scale, providing actionable insights on renewal trends, revenue retention risks, and growth opportunities to inform executive decision-making.
• Process & Technology Innovation - Lead process automation, tooling enhancements, and operational efficiencies to scale and optimize Klaviyo's renewals function.
• Negotiation & Commercial Excellence - Negotiate complex renewal deals, working with legal and finance to structure contracts that balance customer satisfaction and long-term revenue growth.

• Experience: 10+ years in renewals, account management, or a customer-facing role, with a proven track record in enterprise software/SaaS.
• Leadership & Influence: Strong ability to drive organizational change, mentor teams, and lead cross-functional initiatives.
• Strategic Negotiation: Expertise in enterprise deal negotiation, multi-year contracts, and value-based selling.
• Analytical & Data-Driven Mindset: Experience leveraging customer insights, renewal data, and predictive analytics to optimize outcomes.
• Executive Presence & Communication: Ability to engage, present, and influence C-suite executives and senior stakeholders.
• Technical Acumen: Proficiency in CRM tools (Salesforce, Gainsight, etc.) and renewal management systems.
• Eligibility to work in the UK without restriction.