What You’ll Do
- Lead and Develop the Renewals Team: Recruit, mentor, and manage a high-performing team of Renewals Managers. Provide regular coaching, performance feedback, and career development to foster professional growth
- Drive Retention Outcomes: Oversee team performance to ensure renewal and retention targets are met or exceeded. Proactively identify risks and develop strategies to mitigate churn.
- Operational Excellence: Implement best practices for renewals management, forecasting, and process efficiency. Partner with global Renewals leadership to ensure alignment on metrics, workflows, and systems.
- Cross-Functional Collaboration: Work closely with Sales, Customer Success, Revenue Operations, and Finance to streamline handoffs, improve forecasting accuracy, and identify upsell or expansion opportunities.
- Data-Driven Management: Use analytics and CRM data to track performance, measure outcomes, and identify trends that inform business decisions.
- Customer Engagement Oversight: Ensure the team builds trusted relationships with customers, driving renewal success and long-term customer loyalty.
- Reporting and Forecasting: Maintain high standards of accuracy in renewal forecasting, team metrics, and executive reporting through tools like Salesforce.
- Culture and Enablement: Promote a culture of accountability, inclusivity, and continuous improvement within the Renewals organization.
Your Background
- Experience: 10+ years in Renewals, Customer Success, or Account Management in a B2B SaaS environment, including at least 3 years of people management experience.
- Leadership: Proven success leading a high-performing renewals or customer success team, with strong coaching and performance management capabilities.
- Customer Focus: Deep passion for delivering exceptional customer experiences and building long-term relationships that drive retention and growth.
- Strategic Thinking: Ability to translate data insights into strategic plans that improve renewal performance and operational efficiency.
- Cross-Functional Collaboration: Experience working with Sales, Customer Success, Operations, and Finance teams in a fast-paced, matrixed environment.
- Tools: Proficient in CRM and renewal management systems (e.g., Salesforce, Gainsight).Mindset: Motivational leader who thrives in a dynamic, collaborative, and growth-oriented environment.
