Senior Manager, Renewals and Customer Success

Role Purpose:

The Sr. Manager, Renewals and Customer Success is a senior lead role within the Customer Success and Growth organization at Datacor. This role is primarily accountable for protecting and growing revenue through a high-performing renewals function, while also providing strategic oversight of Customer Success with an eye toward scaling that function as the business grows. The Sr. Manager leads a team of renewals professionals, serves as a trusted advisor to Sales and CS leadership, and brings the experience and vision to help shape what a mature CS organization looks like at Datacor. 

Core Responsibilities:

Renewals Leadership (Primary Focus):

• Lead a team of dedicated renewals professionals focused on minimizing financial attrition, locking in favorable terms, and identifying growth opportunities 
• Own, drive, and manage the full renewals process in collaboration with Sales, Customer Success, Pricing, and Product Management 
• Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting customer trust 
• Accurately maintain and forecast a rolling 120-day renewals pipeline; run weekly forecast meetings with the team to drive accuracy and accountability 
• Ensure the team identifies customer requirements, uncovers roadblocks, and drives renewal events to on-time closure 
• Communicate renewal risk clearly and take the lead in developing resolution strategies 
• Maximize account growth opportunities by ensuring the renewals team plays an active role on the extended account team and surfaces incremental expansion opportunities 
• Assist in annual renewal planning, including calculation of renewal rates, term length targets, and price increase strategies 
• Ensure adherence to best practices for Opportunity Management, Data Quality, Quotations, and Forecasting in Salesforce 

Customer Success Oversight and Growth (future consideration):

• Provide strategic direction to the Customer Success team, ensuring CSMs are driving adoption, managing risk, and positioning accounts for renewal 
• Champion the renewal readiness process ensuring account health, value delivered, and risk flags are documented and handed off to the Renewals team well ahead of renewal outreach 
• Serve as an escalation point for complex or high-risk customer situations, and ensure at-risk accounts have active mitigation plans in place 
• Identify gaps in CS process, tooling, and coverage, and bring prior experience scaling a CS function to bear as Datacor continues to build contributing to playbooks, segmentation models, and engagement frameworks when the time is right 

Team Development and Leadership:

• Ongoing mentoring, coaching, and career development for both renewals and CS team members 
• Engage in regular 1:1s with all direct reports; foster a culture of accountability and continuous improvement 
• Develop and educate the team on best practices across renewals, account management, and customer engagement 
• Embrace the use of AI and automation tools to reduce manual work and increase team capacity 

Cross-Functional Alignment:

• Build and maintain strong alignment with Sales, Customer Success, and executive leadership through a regular meeting cadence 
• Initiate and develop relationships with key internal stakeholders to influence policy and process, identify gaps, and proactively address them 
• Provide executive leadership with full visibility into renewal forecasts, at-risk accounts, and CS portfolio health 
• Relay customer feedback to Product and relay roadmap commitments back to the CS team 

Qualifications:

Required:

• Proven track record leading and developing a renewals or post-sale revenue team, with demonstrated overachievement of quota and KPIs 
• Experience managing a renewals pipeline in a B2B SaaS or software environment, including forecasting, risk management, and contract negotiation 
• Background in Customer Success or post-sale account management, with an understanding of how CS and renewals motions intersect 
• Experience contributing to or helping scale a Customer Success function whether through process design, team structure, tooling, or segmentation 
• Strong Salesforce proficiency; experience managing complex renewal cycles through CRM 

Preferred:

• Experience negotiating complex, multi-year contracts at the executive (CXO) level 
• Experience converting customers from Perpetual to Subscription licensing models 
• ERP, supply chain, or similarly complex enterprise software background 
• Familiarity with CS platforms (Gainsight, Totango, ChurnZero, etc.) and scaled/digital CS programs 
• Bachelor's degree 

Skills and Competencies:

• Exceptional negotiation skills with the ability to mentor and coach those skills to the team 
• Strong financial acumen, with the ability to manage, analyze, and track data across a complex renewal cycle 
• Strategic mindset able to engage in persuasive, value-based conversations with customers and internal executives 
• Organized and operationally rigorous; able to manage multiple priorities in a fast-paced, evolving environment 
• Clear communicator across all levels written, verbal, and executive-facing 
• Comfortable operating in a building environment and contributing to how things get structured and scaled