Director, Renewal Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the strategic direction for a portfolio of Client Development accounts, focusing on driving net expansion (upsell/cross-sell bookings) while ensuring strong renewal retention, both of which are critical measures of team success; create and implement a formal cross-sell/upsell strategy by identifying whitespace within the product portfolio and mentoring representatives to engage in consultative expansion discussions instead of transactional renewal talks.

• Cultivate and sustain executive-level relationships on key accounts, with direct involvement in C-suite and economic buyer discussions to facilitate or expedite expansion deals; collaborate with Sales Engineering and Product to develop structured account plans for top-tier clients, identifying long-term growth paths beyond just next-renewal outcomes.

• Create repeatable playbooks for spotting underutilized licenses, managing overdeployment and downgrade risks, and recognizing expansion triggers such as new use cases, organizational growth, and competitive displacement opportunities.

• Lead, mentor, and develop a team of senior renewal and account managers, emphasizing consultative selling and executive presence; establish a clear career progression and build bench strength for team members transitioning into strategic account or AE-track roles; implement structured performance management aligned with both retention and expansion metrics.

• Set expectations and hold the team accountable to a dual quota structure that encompasses both renewal retention rates and expansion bookings (upsell/cross-sell).

• Take ownership of proactive risk identification and mitigation for the highest-ARR and highest-visibility accounts; develop and manage a risk register and escalation process that consolidates signals from CSM, Support, and Product usage data into a unified source of truth for prioritizing save motions; personally engage in save motions for flagship or reference accounts.

• Ensure accurate and transparent forecasting for both renewal (retention) and expansion (bookings) pipelines, clearly distinguishing between the two in reports to leadership; analyze trends at both the account and portfolio levels to inform quarterly business reviews; oversee deal structuring, commercial negotiations, and closures on the largest and most complex deals in the portfolio, including multi-year and program-tier commitments.

• Act as the primary escalation and alignment point with CSM leadership regarding account coverage for strategic accounts, ensuring no gaps or overlaps; manage the 2-tier GTM relationship for strategic accounts by collaborating with channel and MSSP partners on baseline commitment growth; represent Client Development in executive-level business reviews, conveying both retention health and the strength of the expansion pipeline.

⛳️ Requirements

• A minimum of 8 years of experience in enterprise software or cybersecurity, encompassing renewals, account management, or strategic sales, with at least 4 years in a management or leadership role.

• A proven track record in leading teams that achieve net revenue retention exceeding 100%, indicating that expansion bookings surpass churn, not merely completion of renewals.

• Demonstrated success in establishing and scaling a formal cross-sell and upsell initiative within an existing customer base, including quota structuring and representative support for expansion selling.

• Direct experience in engaging with executive and C-suite levels on strategic accounts, including complex, multi-stakeholder negotiations.

• Expertise in indirect 2-tier GTM models (channel, MSSP, distribution) with a background in fostering partner-sourced expansion, rather than solely maintaining partner-delivered renewals.

• A strong orientation towards risk management, with experience in constructing account health frameworks to identify both expansion opportunities and churn risks from the same dataset.

• Advanced forecasting and business acumen, including the ability to manage a dual-metric forecast (retention and expansion) and defend it to senior leadership.

• Exceptional communication and presentation skills, particularly in crafting and delivering account narratives to C-suite customer stakeholders.

• Strong cross-functional influence abilities, fostering alignment with CS, Product, and Sales Engineering without having direct authority over those teams.

• Capability to operate both as a strategic leader at account and portfolio levels and as a hands-on operator directly involved in flagship deals and save motions.

• Comfort operating in a fast-paced, high-growth environment with evolving processes and tools, including CPQ, quote automation, and account planning tools.

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Employee Stock Purchase Plan (ESPP)

• Flexible time off

• Paid company holidays and paid sick time

• Gender-neutral parental leave

• Grandparent leave

• Medical, dental, and vision coverage

• 401(k) retirement plan with company match

• Life and disability insurance

• Health and dependent care FSA

• Voluntary benefits (hospital, accident, critical illness)

• Employee Assistance Program (EAP)

• ARAG pre-paid legal

• Nationwide pet insurance

• Cancer Care program

• Global business travel medical insurance

• Home office allowance

• Mobile phone reimbursement

• Wellness coach

• Wellness/gym reimbursement

• Fertility coverage

• Adoption & surrogacy reimbursement