Department: Customer Care

Location: Remote - Canada (preferred) | Newfoundland Time - Eastern Time

Salary range: $70,000-$90,000 CAD/year

Reports to: Manager of Customer Care

Start Date: Mid-August 2025

Role Overview

As our Customer Renewals Manager, you’ll own the entire renewal process — making sure subscriptions are renewed on time, customers feel supported, and potential churn or at-risk accounts are spotted early. If you enjoy working with customers, solving problems, and having a real impact on retention, this role might be for you.

Responsibilities

Renewals & Retention

• Manage the full renewal process — from early reminders to payment assistance - to keep things smooth and stress-free
• Spot accounts that might be at risk and keep an eye on customer health signals and share concerns with the team early
• Work closely with Customer Care and Sales teams to make sure customers are getting real value from HeyOrca
• Track and report on key numbers like churn, renewal rate, and revenue retention

Billing Support

• Help with billing-related questions and over-see all billing tasks
• Be the main point of contact for cancellations or subscription questions
• Work with our Finance team to make sure everything’s accurate

• Keep our billing and CRM systems up to date (Stripe, HubSpot, etc.)
  
  

What Success Looks Like

• Customers’ renewal experience is smooth
• Fewer cancellations — thanks to your proactive outreach and thoughtful conversations
• You bring customer insights to the team to help improve our product and service
• Customers feel confident, supported, and happy with their HeyOrca experience
  
  

Qualifications

• 3+ years of experience in SaaS renewals, customer success, or lifecycle roles
• You’ve successfully handled renewals and reduced churn in a subscription-based business
• You're great at talking to customers — especially when the conversation is sensitive
• You’re detail-oriented and comfortable using CRM tools
• You like working with different teams and keeping everyone aligned
• You take initiative, stay organized, and follow through
• Bonus: You’ve worked in a startup or customer-first SaaS company

At HeyOrca, we’re passionate about fostering a culture of innovation, collaboration, and inclusivity. We value your creativity and expertise and believe in building products that make a difference for our users.

We are committed to building a collaborative workplace where every team member feels empowered and valued. At HeyOrca, your perspective matters, and your contributions will shape the future of social media management.

Some of our perks include:

• 3 weeks vacation
• 2 weeks Christmas holiday
• Day off on your birthday
• $500 home-office allowance
• $300 ergonomic assessment allowance
• $500 yearly Orca wellness plan
• 5% RRSP matching
• $1000/year personal development allowance

At HeyOrca, we are committed to building a diverse and inclusive workplace where every team member feels valued and empowered. We believe that our differences make us stronger and drive innovation. We welcome applications from people of all backgrounds, experiences, and perspectives. HeyOrca is an equal opportunity employer, and we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please note that we will only communicate with our job applicants by using @heyorca.com domains and no-reply@collage.co email. We will never contact applicants from any other email address. We will never ask for money or private information like SIN from potential employees. Be cautious of any unauthorized solicitations. You may view the most current and accurate job postings at HeyOrca by visiting https://www.heyorca.com/careers.