ZYWAVE INC.

Compensation

Full Description

Zywave is currently seeking a Customer Loyalty Manager to join our Customer Success team. In this high-impact role, you will be responsible for managing a high volume of SMB renewal contracts within an assigned book of business, with a strong focus on retaining accounts at risk of churn. You will own the renewal conversation from start to finish, working cross-functionally to minimize financial attrition, secure favorable contract terms, and identify opportunities for growth. This role requires a strategic thinker with a deep understanding of the B2B SaaS contracting space and a proven ability to collaborate across departments including Customer Success, Marketing, Finance, Sales, Support, Revenue Operations, and Legal. You will also play a key role in identifying and addressing barriers to renewal, managing delinquent accounts in partnership with Finance, and surfacing insights that drive continuous improvement across the organization. What will you do? • Own and execute win/win negotiation strategies for a high volume of renewals, maximizing contract value while maintaining customer trust. • Analyze customer data and behavior to assess renewal health and forecast risk. • Collaborate cross-functionally to resolve renewal barriers and identify upsell opportunities. • Engage customers through personalized communication strategies to drive satisfaction and loyalty. • Provide key insights into churn reasons, forecasted ARR, and renewal risk levels to support business forecasting and strategic planning. • Influence process improvements across the Customer Success organization and beyond. You’ll thrive in this role if you are proactive, results-oriented, and passionate about customer retention and growth in a fast-paced SaaS environment. What should you Bring? • Bachelor’s degree in business, marketing, or a related field. • Minimum of 3 years in renewals, sales operations, or account management in a SaaS environment. • Proven success managing high-volume renewals and achieving or exceeding quota targets. • Experience with Salesforce.com; familiarity with Gainsight, JIRA, and Tableau is a plus. • Strong analytical and data interpretation skills. • Excellent verbal and written communication. • Cross-functional collaboration and influencing abilities. • Project management and time management skills. • Detail-oriented with a proactive and entrepreneurial mindset. • Ability to forecast renewal rates and support loss forecasting efforts. Why Work at Zywave? Zywave empowers insurers and brokers to drive profitable growth and thrive in today’s escalating risk landscape. Only Zywave delivers a powerful Performance Multiplier, bringing together transformative, ecosystem-wide capabilities to amplify impact across data, processes, people, and customer experiences. More than 15,000 insurers, MGAs, agencies, and brokerages trust Zywave to sharpen risk assessment, strengthen client relationships, and enhance operations. Additional information can be found at www.zywave.com. #LI-MH1