Why join us? Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership. Big tech impact, without the big tech ick. Role Purpose This role exists to maximise renewed revenue across the Digital segment. It delivers a world-class renewal experience for customers, reduces renewal friction in the Go-to-Market (GTM) selling motion, and ensures alignment toward Gross Dollar Retention (GDR) goals. Account Associates maintain a consistent renewal framework for global GTM teams — diagnosing inefficiencies and optimising processes. Once established, the focus extends from retention to growth: surfacing expansion opportunity by leveraging product and commercial growth levers across the base. How this role works This is a sales support role established to restore selling capacity to Account Executives and developing optimised renewal processes for our customers. The regional Expansion Account Executives carry the renewal and expansion number; this role owns the processes behind it — preparing groundwork ahead of each renewal conversation, assuming the administrative workload and progressively automating that process to continuously refine workflows. Key Responsibilities • Own the end-to-end renewal cycle for an assigned book of Digital accounts — quotes, contract changes, approvals and documentation prepared in line with cadenced timelines • Act as the single point of renewal support for Expansion Account Executives in your region — turn account history, usage and health data into a pre-call brief, then carry follow-up and paperwork to signature. • Prevent and resolve failed automatic renewals, billing breakdowns and account blockers — diagnose the root cause, fix the process failure, and route genuine churn intent to the Account Executive. • Maintain accurate and timely forecasting renewal data — status, risk flags, exceptions and expansion signals across suite of tools (Salesforce, Gong, Gainsight) • Restore Account Executive selling capacity — diagnose and automate inefficient processes and convert repeatable work into templates and playbooks. • As foundations hold, surface and nurture expansion indicators across regional book — leverage new products, features and commercial options into growth opportunity at renewal for Account Executives What This Role Is Not • Does not carry the renewal or expansion revenue target — the Expansion Account Executive owns the number; this role enables it • Does not build the automation — Revenue Operations and Systems will build where diagnosis and requirements require • Is not a Customer Success Manager role or a support queue — it does not own the ongoing customer relationship or health, and blockers are cleared or routed, not absorbed. Required Skills & Experience Technical Skills • Delivers renewals, sales support or account operations at high volume in a Software as a Service (SaaS) business, holding accuracy and cycle time across a large book. • Improves a process rather than following one — documents how work happens today and specifies a better version clearly enough for a systems team to build, with a measured baseline. • Works confidently in Salesforce, Gainsight or equivalent Customer Relationship Management (CRM) tooling, and reads the signals in it — billing failures, usage drop-off, contract mismatches, expansion triggers — as a recommendation with an owner and an outcome. • Strong command of written and spoken English, with confidence in customer-facing communication, live renewal discussions and internal process documentation without heavy review Behavioural Skills • Improves the system, not the ticket — uncomfortable doing the same manual task twice. • Makes others successful — measures performance by impact to Account Executives and broader Go-to-Market teams. • Works autonomously — runs book of renewals and a backlog of improvements without close management, collaborates cross-functionally and stays composed when a renewal is at risk. AI Skills (required for every role) • Uses AI to remove manual preparation and outreach effort — account history, usage and contract detail into pre-call briefs, personalised outreach drafted at volume without losing a human tone, at-risk and expansion accounts spotted across the book. • Treats their own manual work as the next automation target — identifies what AI could take over and can articulate the time it saves. Success Looks Like • A measured baseline for renewal effort exists — manual touches, cycle time and exceptions measured, not estimated — and effort per renewal is down against it. • Retention on regional assigned Digital book meets Gross Dollar Retention (GDR) goal • Account Executives enter renewals fully prepared with selling capacity measurably recovered • Process and billing leaks diagnosed, shipped with Revenue Operations and workarounds retired • From month six, strategic commercial focus shapes renewals as standard, producing a steady flow of qualified expansion opportunities. Key Stakeholders • Regional Expansion Account Executive teams (primary internal customer) • Manager, Renewal Systems • Revenue Operations and Systems teams • Manila-based Customer Success Associates and Customer Success Managers • Product Marketing — new product and feature messaging used at renewal • Deal Desk and Billing • Director of Scaled Success (Manila) What You Need to Know • Office/in-person: Based in Manila, three days per week in the office as a firm requirement. • Shift work: You must be comfortable with working hours aligned to your region — APAC, EMEA or AMER — one role per regional shift, outside standard Manila hours as a firm requirement • Travel: Not typically required We’re committed