Customer Success Advisor - Renewals

✨ Where do we hire from? Find out at hiring at TestGorilla. Please note that we are only hiring from people working in the Americas timezones for this role.

Hi there, I'm Josh Lipner, Manager, Account Management at TestGorilla. We're excited to share more about the Customer Success Advisor, Renewals role and our team.

About TestGorilla

At TestGorilla, we’re on a mission to place 1 billion people in their dream jobs. To democratize opportunity, we are building the world’s leading skills-based talent discovery platform - one that replaces reliance on resumes with scientific validation of what people can truly do.

Founded as a 100% remote company in 2020, our global team is united by high standards, a lot of heart, and a relentless drive to conquer new technological frontiers. We are AI-fluent builders who care deeply about replacing bias with fairness.

After empowering thousands of companies to hire smarter and faster, we are now unlocking the next phase of our scale-up journey - where you’ll play an instrumental role in creating a world where skills matter most!

About the role

As our Customer Success Advisor, Renewals, you'll run the commercial conversations that keep our customers with us. You'll take renewals from first quote to signed order, handle pricing and billing conversations within our pricing and discount framework, and guide customers through plan changes, upgrades and downgrades across our assessment and sourcing products. You'll also take customers through the commercial side of our migration to usage-based pricing: explaining what changes, what it means for their spend, and landing the right plan for them using our migration playbook. When a customer wants to cancel or disputes a charge, you'll work the conversation through our retention and refund guidelines, and bring in your manager when a case sits outside them.

You'll work with AI agents as part of your day. They handle the routine end of renewals and billing: sending notices, preparing standard quotes, gathering account and invoice history, and answering simple plan questions. That frees you to spend your time on the conversations that need a person: negotiating within the framework, handling objections, and resolving the cases that don't fit a standard answer. You'll check their work before it reaches customers, step in when a case needs you, and share what you learn so they get better at the routine work over time.

This is a high-volume role with a commercial edge. You'll run a steady pipeline of renewals and commercial cases across our self-serve and mid-market customers. We're looking for someone who is commercially astute, organised, a great communicator and calm under pressure, and who is excited and able to contribute to our AI journey: automating the repeatable and humanising the exceptional.

Responsibilities

In this role, your responsibilities will include but not be limited to:

• 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 our self-serve and mid-market customers, for both our assessment and sourcing products.

• Handle pricing and billing negotiations, upgrades, downgrades and our usage-based pricing migration within our pricing framework and playbooks: quoting, explaining what changes and what it means for the customer's spend, and landing the plan that fits how they use the product.

• Work cancellation and dispute conversations through our retention and refund guidelines, resolving unexpected charges and refund requests with Finance and retaining the customer where we can.

• Work alongside our AI agents, letting them handle the routine end of renewals and billing while you take the negotiations, objections and cases that need a person.

• Train the agents: check what they send before it reaches customers, correct what's wrong, and feed back what you learn so they handle more of the routine work over time.

• Maintain a single source of truth in our agentic customer success platform, with non-negotiable CRM hygiene: every renewal, plan change and dispute logged accurately so the team and the agents work from the same picture.

What you'll bring

We're looking for someone who:

• Is passionate about TestGorilla's mission to help one billion people find their dream jobs.

• Is commercially astute, with experience managing renewals and negotiations at scale in a Customer Success, Renewals, Account Management or Sales role. You can quote, explain a price change, and apply a pricing and discount framework to get to the best outcome. This is a must-have.

• Is AI fluent and has personally built automations or agentic workflows (in n8n, Zapier or similar), with experience working alongside AI agents or automation in a customer-facing role. You can show us what you automated and what it delivered. Using an LLM alone is not enough. This is a minimum requirement.

• Communicates clearly, in writing and on calls, in English and Spanish. Fluency in both is a requirement.

• Is good with customers: you build relationships, stay calm in challenging conversations, de-escalate and retain, and manage a high volume of cases without letting any slip. You treat CRM hygiene as part of the job, not an afterthought.

• Thrives in a fast-paced, remote-first environment with high expectations and some ambiguity, and is honest with yourself that this is the kind of place you want to work.

• Learns fast and stays curious: you pick up new tools quickly, ask good questions, check answers rather than accept them, and give and take feedback in the moment.

• Is available for customer calls during US business hours. This is a requirement.

We actively seek diversity and encourage applications from everyone. If you're interested in this role but your experience doesn't perfectly match the description, please still apply. Studies show that women and underrepresented groups can be hesitant to apply unless they meet every requirement. If this role excites you and you're confident you can do the job, we encourage you to apply!

Bonus skills

While these skills aren't a requirement, we'd be very interested to hear from you if you have:

• Prior familiarity with Chargebee, Zendesk, HubSpot, n8n, Jira or Confluence.

• Experience with usage-based or credit-based SaaS pricing models.

What's in it for you?

• Global Team: Join a fully remote, mission-driven team from around the world

• Competitive compensation: Receive a competitive pay ( €31,360 - €38,000 per year) + Share Appreciation Rights (SARs)

• Remote & flexible work: Work from almost anywhere*. Enjoy flexible hours and asynchronous work to balance work and life. *Check out the countries we currently hire from here

• Remote work budget: €1,000 available each year or up to €2,000 from day 1 if you're buying a laptop!

• Growth & development: Invest in yourself and your career with a 3.5% L&D budget and clear growth opportunities

• Stimulating work environment: Tackle new challenges and work with innovative technology in a dynamic setting

• Connect with your team: Join optional fun virtual socials, AMAs with team members and leadership, and regular fun chats. Build a strong sense of community!

• TestGorilla community groups: Join peers to build community and boost opportunities for connection, advocacy, and professional development.

• Parent/Caregiver support: We provide a caregiver-friendly work environment with paid 8-16 week parental leave and tailored return-to-work approaches

• Work-life balance: Our unlimited and flexible time off policy empowers you to take the time you need to recharge and maintain your well-being

Interested?

We believe in using our own product to ensure fair and objective hiring. If this role aligns with your skills and aspirations, we invite you to complete one of our very own assessments. This will give you a firsthand experience of our platform and help us get to know you better. We look forward to hearing from you!

TestGorilla is committed to building a diverse and inclusive workplace. We believe that diverse teams are stronger teams, and we encourage applications from people of all backgrounds. We understand that some candidates may experience test anxiety, and we want to assure you that accommodations are available and can be requested prior to sitting our assessments. Your request will not negatively impact your application, as we do not factor this into our review process.