Customer Success Manager, Renewals, North America

About Open Point

Open Point is a leading global digital engagement company that develops software to help organisations manage their entire community and stakeholder engagement process, from initial discovery to final delivery. We serve government clients and organisations throughout the United States, Canada, Australia, New Zealand, and Europe.

Our products, Social Point and Open Point aim to provide governments and consultants throughout the United States, Canada, Australia, New Zealand and Europe with the online tools they need to help their communities (people like you) have their say on projects that impact them, and efficiently manage all ongoing interactions with stakeholders.

Reports to: Manager of Customer Success, North America

Team: Customer Success

Location: North America Remote

Role Summary

The Customer Success Manager, Renewals owns the operational and commercial execution of NA renewals end to end. For CSM-led accounts, the CSM owns the customer relationship and risk and agrees the renewal approach and uplift with the customer; the Customer Success Manager, Renewals then creates the contract, drives it to close, and serves as the main point of contact for procurement. For single-project and lower-touch accounts, the Customer Success Manager, Renewals can own the full renewal independently, from setting the amount through to close.

Responsibilities

• Own the renewal contract lifecycle from CSM handover through to signature. Build the contract from the agreed terms and uplift, and chase it through close.
• Independently manage renewals for single-project and lower-touch accounts end to end, including setting the renewal amount, initiating customer outreach, and closing without CSM involvement, to support future segmentation of the renewals book.
• Act as the main point of contact for customer procurement teams.
• Manage security reviews and engage Legal when terms, redlines, or compliance questions require it.
• Own the CRM as the source of truth for renewals: maintain deals, stages, close dates, and forecasting in HubSpot.
• Forecast the renewals book and report on progress, commit, and at-risk renewals.
• Run a proactive renewals cadence. Meet with each CSM once or twice a month to review renewals due in the next quarter and start the process roughly three months ahead of close.
• Partner with CSMs to ensure a clean commercial handover and a smooth renewal experience for the customer.

What We're Looking For

• Experience managing SaaS renewals, contracts, or commercial operations, ideally with B2B or public-sector customers.
• Strong CRM discipline, with hands-on HubSpot experience including pipeline management and forecasting.
• Comfort working with procurement and legal processes, security reviews, and vendor assessments.
• Highly organized and proactive, able to manage a large volume of deals and keep every renewal on schedule.
• Clear, plain-language communicator who can work with non-technical government stakeholders.

What We Value

• Collaboration and Teamwork: Successful outcomes are never achieved alone. You need to work well with others and be accountable for your work. We also expect you to communicate often, be honest and take initiative when appropriate. You will be working openly using modern collaborative platforms.
• Passion for Learning: You need to love what you do. We expect you to always be motivated, challenge yourself and continuously learn without having to push you into it. This will include learning things outside your area of expertise and making others around you better.
• Talent and Courage: We aim to produce great outcomes. When solving problems, we expect creativity and a focus on the end user. We want you to have tough conversations if things are not right and the courage to ask when you don’t know.

Why Join Open Point?

• Paid birthday leave annually
• Professional development reimbursement
• 4 weeks annual paid vacation
• RRSP/401k matching
• Annual wellness reimbursement
• One-off home office allowance
• Generous paid parental leave options

The base salary range for this role is $80,000–$85,000 CAD, depending on experience and qualifications. This role is also eligible for performance-based incentives.

At Open Point, we believe that diversity drives success. We are an equal opportunity employer that provides a safe and supportive environment where everyone and anyone can grow. If you require any accommodations or adjustments to participate in the recruitment process, please let us know by including your request in your application.