[Hiring] Customer Success Advisor @TestGorilla

Role Description

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.

Qualifications

• Passionate about TestGorilla's mission to help one billion people find their dream jobs.
• Commercially astute, with experience managing renewals and negotiations at scale in a Customer Success, Renewals, Account Management or Sales role.
• AI fluent and has personally built automations or agentic workflows (in n8n, Zapier or similar).
• Communicates clearly, in writing and on calls, in English and Spanish.
• Good with customers: build relationships, stay calm in challenging conversations, de-escalate and retain.
• Thrives in a fast-paced, remote-first environment with high expectations and some ambiguity.
• Learns fast and stays curious: picks up new tools quickly, asks good questions, checks answers.
• Available for customer calls during US business hours.

Requirements

• Fluency in both English and Spanish is a requirement.

Bonus skills

• Prior familiarity with Chargebee, Zendesk, HubSpot, n8n, Jira or Confluence.
• Experience with usage-based or credit-based SaaS pricing models.

Benefits

• Join a fully remote, mission-driven team from around the world.
• Receive a competitive pay (€31,360 - €38,000 per year) + Share Appreciation Rights (SARs).
• Work from almost anywhere. Enjoy flexible hours and asynchronous work to balance work and life.
• €1,000 available each year or up to €2,000 from day 1 if you're buying a laptop.
• Invest in yourself and your career with a 3.5% L&D budget and clear growth opportunities.
• Tackle new challenges and work with innovative technology in a dynamic setting.
• Join optional fun virtual socials, AMAs with team members and leadership, and regular fun chats.
• Join peers to build community and boost opportunities for connection, advocacy, and professional development.
• We provide a caregiver-friendly work environment with paid 8-16 week parental leave and tailored return-to-work approaches.
• Our unlimited and flexible time off policy empowers you to take the time you need to recharge and maintain your well-being.