Renewals Specialist

dbt Labs is revolutionizing how companies transform data with our industry-leading analytics engineering platform. As we continue our global expansion, we're thrilled to establish our presence in Costa Rica with this first-of-its-kind role. This position represents an exciting opportunity to join a rapidly growing company that's changing how businesses leverage data while helping to build our footprint.

As our first Renewal Operations Specialist in the region, you'll have the unique opportunity to shape processes, drive customer success, and be a foundational part of our expansion strategy.

About the Role:

This is a new role at dbt Labs where you'll pioneer our renewal operations function. You'll be responsible for managing the end-to-end renewal process for our commercial customers while supporting enterprise sellers with larger, more complex accounts. This position offers the exciting challenge of building new processes from the ground up, identifying inefficiencies, and establishing best practices that will scale with our growing business.

As the Renewal Specialist, you'll manage a portfolio of accounts, ensuring high retention rates and customer satisfaction. You'll work directly with customers and collaborate across multiple internal teams including Sales, Solution Architects, Deal Desk, and Accounting to create a seamless renewal experience. You'll be instrumental in developing the renewal function at dbt Labs while working remotely with our global distributed team.

Responsibilities:

• Own the renewal process for a segment of our commercial customers, adhering to renewal timelines and ensuring on-time renewals
• Develop and implement strategies to improve retention rates and enhance customer satisfaction
• Proactively identify and mitigate risks in your account base, working closely with operations and sales teams to address potential churn
• Exceed renewal targets through strategic planning and excellent customer relationship management
• Collaborate cross-functionally with sales, customer success, finance, and other teams to ensure smooth renewal processes
• Foster a culture of excellence built on high-performance, customer-first principles, integrity, and collaboration
• Maintain accurate forecasting and reporting for all renewals in your portfolio
• Drive continuous improvement by identifying areas for process enhancement and operational efficiency
• Create and execute quotes and order forms using Salesforce, CPQ, and other renewal management tools
• Support migrations between different pricing models (plan-based and usage-based) and create quotes for larger accounts when needed
• Help build the foundation of a new function by establishing processes and identifying inefficiencies

Required Qualifications:

• 3+ years of experience with customer service (sales, support, renewals) in a SaaS business
• Experience working asynchronously as part of a fully-remote, distributed team
• Proven track record handling contract renewals in a customer-facing role
• Strong understanding of SaaS/subscription-based business models
• Exceptional organizational skills and meticulous attention to detail
• Knowledge of customer success best practices and retention strategies
• Excellent communication skills for effective interaction with both customers and internal stakeholders
• Proficiency in CRM tools (particularly Salesforce) and renewal management platforms
• Strong analytical abilities with the capacity to interpret data and drive strategic decisions
• Proactive mindset with excellent problem-solving capabilities
• Customer-centric approach with a focus on retention and satisfaction
• Ability to manage multiple priorities effectively in a fast-paced environment

Bonus Points: 

• Experience with direct renewals in a SaaS business with a track record of delivering on-time and high renewal rates
• Advanced proficiency in Salesforce and Salesforce CPQ for building and generating quotes
• Knowledge of contract management best practices
• Experience working with global customers across different regions
• Spanish language proficiency (helpful for LATAM accounts)
• Experience in helping build or scale operational functions

#LI-Remote

Compensation & Benefits

• Salary: We offer competitive compensation packages commensurate with experience, including salary, equity, and where applicable, performance-based pay. Our Talent Acquisition Team can answer questions around dbt Lab’s total rewards during your interview process.
• Benefits: For employees outside the United States, dbt Labs offers a competitive benefits package.

What to expect in the hiring process (all video interviews unless accommodations are needed):

1. Interview with Talent Acquisition Partner
2. Interview with Hiring Manager
3. Team Interviews with Sales and Operations stakeholders
4. A touch base call with the Hiring Manager