Director, Renewal Management

We’re looking for a results-driven Director, Renewal Management to own and optimize our global renewals function.

This strategic leader will be responsible for managing the Renewal Manager team, overseeing the renewals pipeline, ensuring accurate forecasting of retention and churn, and developing proactive strategies to maximize customer retention. You will be critical in leading our renewal Managers and guiding our Account Directors and Customer Success teams to greater accountability for renewals and retention outcomes.

If you are an experienced, results-driven sales professional with a deep understanding of renewals and revenue retention, a proven track record of success driving global SaaS renewals, and a strong data and analytical orientation that allows you to forecast and maximize renewals rates proactively, you have had success leading renewals teams, you can coach sales and success teams, and a track record of improving performance, we want to hear from you.

What you will do:

• Renewals leadership: Oversee and manage the global renewals process, leading the Renewals organization and coaching accountable ADs and success teams to improve performance across all regions. Develop goals and KPIs that align with the company’s retention and growth objectives.
• Forecasting and analysis: Lead the worldwide forecast process for renewals and churn, providing clear and accurate predictions on a quarterly and annual basis. Monitor trends to identify risks, opportunities, and necessary adjustments to meet targets.
• Proactive renewal strategy: Ensure our sales org has visibility into upcoming renewals at least two quarters out. Implement a proactive strategy for renewal management, including early identification of at-risk accounts, engagement with customers well before renewal dates, and churn prevention playbooks.
• Cross-functional collaboration: Establish and maintain a collaborative process with Sales and success colleagues and other customer-facing roles to drive successful renewals. Ensure smooth coordination to align on renewal actions, customer needs, and retention goals.
• Process improvement: Continuously evaluate and refine the renewal process to optimize team performance, customer retention, and revenue retention. Implement industry best practices to enhance efficiency and effectiveness.

• Team management: Manage a team of Renewal Managers that are tasked with owning and directing the swim lanes across our GTM organization.

• 7+ years of experience in customer success, renewals, or account management within a SaaS organization, with a strong track record in renewals and retention.
• 3+ years leading a renewals function in a SaaS organization at scale, including direct interaction with customers. 
• 5+ years of experience managing Account Managers, Account Directors, Renewal Managers or Customer Success staff
• Strong expertise in renewals reporting and risk mitigation strategies.
• Demonstrated expertise in forecasting, analytics, and proactive account management.
• Strong strategic and operational skills, with the ability to balance short-term execution with long-term vision.
• Excellent collaboration and communication skills, with the ability to coach Sales team members who are directly accountable for retention.
• A data-driven mindset, comfortable with Salesforce, typical SaaS tech stacks, and common analytics tools.