Customer Renewals and Revenue Manager

Customer Renewals and Revenue Manager – Remote – Spain

VSN is seeking a Customer Renewals and Revenue Manager to join our growing team in Spain!

We are seeking a results-driven Customer Contract Renewals and Revenue Manager to own the end-to-end renewal motion for our Maintenance and Support (M&S) contracts and subscription renewals. Your primary mission is to maximize gross revenue retention (GRR), drive on-time renewals, and deliver a frictionless customer experience. Additionally, you will provide strategic support in revenue forecasting, identifying upsell opportunities for the Customer Success team, and researching potential partnership targets.

Here is a little window into our company: VSN – Video Stream Networks Software –Broadcast and Media Entertainment Software. VSN has 30+ years of leading digital asset management innovation. Founded in 1990, VSN is an end-to-end software solution for the broadcast industry, helping customers better manage and automate the entire media lifecycle, from planning to delivery and archive. VSN – Video Stream Networks has revolutionized broadcast DAM and media MAM solutions for the global media industry. VSN is headquartered in Barcelona, Spain. With installations across 100+ countries and offices spanning Toronto, New York, Los Angeles, Madrid, London, Paris, Singapore, Tokyo, and Sydney, we’ve established ourselves as the definitive leader in broadcast digital asset management.

The successful candidate will be based anywhere in Spain, working in a remote work model with a requirement to travel to our office in Barcelona on a regular basis!

What your day will look like:

Renewals Execution and Management:

Renewals Pipeline Ownership

• Run proactive renewal cadence at 120/90/60/30/14/7 days before contract expiry
• Maintain accurate renewal pipeline in CRM with clear next steps and probabilities
• Identify and escalate at-risk renewals early to Customer Success (MJ) and leadership
• Ensure 100% of upcoming renewals (90-day window) have active engagement and forecast status
• Coordinate with Customer Success to address adoption/satisfaction issues blocking renewals

Quoting, Negotiation and Closing

• Build and send renewal quotes using CPQ system (pricing, terms, configurations)
• Apply price uplifts per policy (CPI adjustments, price book updates)
• Negotiate commercial terms: contract length (1-3 year), co-term scenarios, proration, multi-year discounts
• Manage approval workflows (pricing exceptions, legal T&Cs, finance sign-off)
• Drive contracts to signature using e-signature platform (Signaturit/DocuSign)
• Collect purchase orders and coordinate with Finance for invoicing
• Target: 70-85% of renewals closed ≥14 days before expiry

Customer Communication and Experience

• Provide clear, timely communications throughout renewal process
• Address customer questions on pricing, terms, SLA coverage (8×5 vs 24×7, L1-L3 support tiers)
• Deliver low-friction renewal experience that reinforces customer value
• Conduct brief post-renewal check-ins to capture feedback

Data Governance and Reporting

• Maintain CRM/CPQ hygiene: accurate renewal dates, amounts, terms, probabilities
• Document reason codes for all non-renewals (product fit, budget, competitor, service issues)
• Produce weekly renewal forecast with commit/risk/coverage analysis
• Generate dashboards on GRR, NRR, on-time renewal rate, uplift applied, churn analysis
• Identify trends in avoidable vs. unavoidable churn and recommend process improvements

Strategic Revenue Support:

Revenue Forecasting Support

• Collaborate with Head of Partnership on rolling 12-month revenue forecast
• Provide accurate renewal revenue projections with variance analysis
• Track renewal pipeline coverage and flag forecast risks
• Support quarterly business reviews with renewal metrics and trends

Upsell Opportunity Identification

• Analyze customer contract data to identify expansion opportunities:
• Customers on lower support tiers ready to upgrade (8×5 → 24×7)
• Customers with growing usage/user counts indicating need for additional licenses
• Customers using only one product who could benefit from cross-sell
• Customers on legacy pricing with significant uplift potential

• Create prioritized upsell target lists with revenue potential estimates
• Provide Customer Success Manager with data-backed upsell recommendations and talking points

Partner Research and Analysis

• Conduct market research to identify potential partnership targets (resellers, OEM, system integrators)
• Research potential partners: customer base, market presence, geographic coverage, strategic fit
• Provide Head of Partnership with quarterly reports on partnership opportunities with business case summaries

About You:

• 2–5 years in Renewals, Inside Sales, Account Management, or Customer Success with quota and target ownership
• Hands‑on experience with Support/M&S contracts: SLAs, coverage tiers, notice periods, and auto‑renewal.
• Familiarity with on‑prem and subscription/SaaS models, proration, co‑term, true‑up, multi‑year
• Proficiency with CRM (Salesforce/HubSpot), CPQ (Salesforce CPQ/DealHub/Zuora CPQ), e‑signature (DocuSign/Adobe Sign)
• Strong negotiation, prioritization, and written communication skills
• A bachelor's degree in a related field is highly advantageous
• Analytical skills (Excel/Sheets: lookups, pivot tables; reading revenue reports)

Technical Skills

• CRM proficiency: HubSpot strongly preferred; Salesforce acceptable
• CPQ tools: Experience with quoting/pricing configuration tools
• E-signature platforms: DocuSign, Adobe Sign, Signaturit, or similar
• Excel/Google Sheets: Lookups, pivot tables, basic financial modeling for forecasting
• Comfortable reading revenue reports and analyzing customer data for upsell patterns

Business Knowledge

• Understanding of SaaS/software renewal economics and retention metrics
• Knowledge of support/maintenance contract structures and service levels
• Familiarity with customer success principles and expansion strategies
• Basic understanding of partnership models (reseller, OEM, system integrator)

Soft Skills

• Strong negotiation skills with customer-centric approach
• Excellent written and verbal communication (English required; Spanish or Italian a plus)
• Results-oriented with ownership mentality
• Time management and prioritization (managing 30-50 concurrent renewals)
• Cross-functional collaboration (Customer Success, Finance, Legal, Support)
• Analytical mindset to identify patterns in customer behavior
• Resilience in handling objections and challenging conversations
• Excellent problem-solving and analytical abilities
• Strong communication and collaboration skills in English (written and verbal)
• Proven ability to work in agile teams and deliver in fast-paced environments
• Self-motivated with strong organizational skills and attention to detail
• Hands-on attitude with a proven entrepreneurial spirit and pace-setter traits
• Fluent in Spanish and at least a professional level of English, both written and verbal, is essential
• Legally authorized to work in Spain

What We Offer:

• Work on innovative cloud-native media platforms used by international clients
• Exposure to cutting-edge AI and video processing technologies
• Collaborative Agile environment with continuous learning opportunities
• Modern technology stack (AWS, .NET, React, PostgreSQL)
• High-impact projects for clients in the media, broadcast, and entertainment sectors
• Career growth within a dynamic technology organization
• Challenging technical problems requiring creative and scalable solutions

For information about VSN, please visit our website at www.vsn-tv.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.