Manager, Customer Service​/HelpDesk

Who We’re Looking For

At Scale Pad, we hire thoughtful builders who want their work to matter. Our roles are designed for people who thrive on driving impact, see ambiguity as an opportunity, and believe that raising the bar is a team sport.

We don’t bring people in to run playbooks. We hire people who want to rewrite them. And in this role, you’ll get to do that, while shaping the future of managed services for our global partners. (That’s what we call our customers.)

At Scale Pad, we’re building more than software; we’re building confidence and clarity for the people who manage the technology businesses rely on every day.

Our mission: help MSPs evolve into MVPs (their clients’ most valuable partner). Our tools turn them from reactive service providers into strategic advisors through a consistent, scalable Customer Success motion. Our product suite unifies risk insights, client planning, and service delivery so MSPs can have smarter conversations, show clients their value, and grow their revenue.

But our purpose goes beyond our software. We’re creating a workplace where curious, growth‑minded people can do their best work, where ideas are valued, progress is shared, and everyone belongs. Together, we’re creating a future where MSPs don’t just keep businesses running, they help them thrive. We believe that when our partners succeed, we all do.

With offices in Vancouver, Toronto, Montreal, and Phoenix and a global‑first mindset. Scale Pad has grown into a category leader trusted by 12,000+ partners across 60+ countries. We’ve been recognized for our products and corporate culture by MSP Today, G2, and Great Place to Work™, to name a few.

Are you prepared to advance your career as a Renewals Manager at Scale Pad? We are seeking a dynamic individual passionate about the success of our customers and loves innovation. The Renewals Manager will be responsible for overseeing the end‑to‑end renewals process, ensuring high retention rates, and fostering strong relationships with existing customers. This role requires a customer‑centric mindset, strong communication skills, and a proactive approach to managing renewals and growth in a fast‑paced SaaS environment.

Get ready to go beyond order‑taking. Your strategic responsibilities include:

• Manage Renewals Pipeline:
  Own and drive the renewals process for a portfolio of customers, ensuring timely and efficient contract renewals.
• Customer Relationship Management:
  Develop strong relationships with key stakeholders within customer organizations to ensure satisfaction, mitigate risks, and identify opportunities for upsell and cross‑sell.
• Retention Strategy:
  Work closely with the Customer Success, Adoption Services, and Account Management teams to identify at‑risk accounts and create tailored strategies to improve retention and reduce churn.
• Contract Negotiation:
  Collaborate with customers to negotiate renewal terms, pricing, and any necessary adjustments to contracts.
• Customer Advocacy:
  Act as a voice for the customer within the organization, ensuring that customer feedback is communicated to product and leadership teams for continuous improvement.
• Reporting & Analysis:
  Track and report on key metrics related to renewals, including renewal rates, revenue retention, and customer satisfaction. Provide insights to leadership on trends and potential risks.
• Cross‑Functional
  
  Collaboration:
  
  Partner with Account Management, Customer Success, and Finance teams to ensure seamless renewal processes and timely execution of contracts.
• Onboarding & Training:
  Work with the Adoption Services team to ensure customers are fully onboarded, maximizing the value they get from the product to increase the likelihood of renewal.

We care about what you can do more than where you’ve done it. However, experience in the following areas will help you hit the ground running in this role:

• 2+ years of experience in customer success, account management, or renewals within a B2B SaaS environment.
• Proven track record of managing renewals and achieving high customer retention rates.
• Strong communication, negotiation, and interpersonal…