Customer Success Advisor - Renewals

The role

You will run commercial conversations to manage customer renewals from quote to signed order. You will handle pricing, billing, upgrades, downgrades, and usage-based pricing migrations while working alongside AI agents.

What you will do

• 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 self-serve and mid-market customers.
• Handle pricing and billing negotiations, upgrades, downgrades and usage-based pricing migration.
• Work cancellation and dispute conversations through retention and refund guidelines.
• Work alongside AI agents to handle negotiations, objections and complex cases.
• Train agents by checking their work and providing feedback.
• Maintain CRM hygiene by logging every renewal, plan change and dispute accurately.

Required qualifications

• Experience managing renewals and negotiations at scale in a Customer Success, Renewals, Account Management or Sales role.
• AI fluent with experience personally building automations or agentic workflows in n8n, Zapier or similar.
• Fluency in English and Spanish.
• Ability to be available for customer calls during US business hours.
• Based in Americas timezones.

Nice to have

• Prior familiarity with Chargebee, Zendesk, HubSpot, n8n, Jira or Confluence.
• Experience with usage-based or credit-based SaaS pricing models.

Benefits

• Fully remote, mission-driven team.
• Competitive compensation.
• Remote & flexible work with flexible hours and asynchronous work.
• Remote work budget of €1,000 each year or up to €2,000 from day 1 for a laptop.
• 3.5% L&D budget.
• Optional fun virtual socials, AMAs and regular chats.
• TestGorilla community groups.
• Paid 8-16 week parental leave and tailored return-to-work approaches.
• Unlimited and flexible time off policy.

Before you apply

• Please only apply if you are based in Americas timezones.
• Applications close on 13 November.
• Assessments will close on 15 November.
• Interviews will be hosted during the 2 following weeks after assessments.
• You will be invited to complete an assessment using the company's product.

About the company

TestGorilla is a 100% remote company building a skills-based talent discovery platform to democratize opportunity.