Manager – Customer Renewals

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

📋 Description

• Guide and cultivate a team of Renewal Managers through individual meetings, call assessments, and deal evaluations.

• Establish clear expectations for outcomes, account strategies, customer interaction, and follow-up actions.

• Tackle performance deficiencies by implementing coaching and measurable improvement strategies.

• Recruit, onboard, and nurture team members.

• Oversee portfolio assignments and manage workload effectively.

• Take ownership of retention, renewal completion, and commercial objectives.

• Ensure that renewal planning and customer interactions initiate prior to contract expiration and notice periods.

• Develop coaching techniques to manage cancellations, contractions, and short-term requests.

• Lead intricate negotiations and handle customer escalations effectively.

• Verify that agreements, approvals, signatures, and booking documentation are thorough and precise.

• Guide the positioning of multi-year agreements while evaluating pricing, contract duration, concessions, and payment terms.

• Analyze renewal-term trends and pinpoint areas for coaching or process enhancements.

• Collaborate with Account Management on expansion initiatives.

• Manage the team's renewal forecast and ensure accuracy in projected outcomes, timelines, amounts, and risks.

• Conduct pipeline and risk assessments.

• Keep Salesforce records up-to-date.

• Communicate performance trends and forecast adjustments to leadership.

• Analyze results by representative, customer segment, and renewal timing.

• Align account strategies with Customer Success and Account Management teams.

• Collaborate with Finance, Legal, Deal Desk, and Operations to address contractual and process challenges.

• Enhance renewal workflows, playbooks, and reporting through the use of automation and AI when beneficial.

⛳️ Requirements

• A minimum of 3 years of experience in SaaS renewals, account management, customer success, or a related commercial field.

• Experience in managing or formally leading a customer-facing team.

• Proven capability to coach performance and foster talent development.

• A history of achieving retention or revenue targets and successfully managing customer negotiations.

• Strong commercial acumen related to pricing, contract length, concessions, and customer risk assessment.

• Experience in managing pipelines and forecasts, with the ability to convert data into actionable strategies.

• Proficiency in Salesforce or a similar CRM system.

• Excellent communication and problem-solving skills for handling escalations and coordinating across functions.

• Exceptional organizational skills and the capacity to juggle competing priorities.

• Experience in negotiating multi-year SaaS agreements and enhancing renewal processes is preferred.

• Must be able to work from an eligible U.S. location; Payscale is unable to hire in Hawaii.

🏝️ Benefits

• Flexible paid time off.

• 14 paid company holidays, including 2 floating holidays.

• Medical, dental, life, vision, and disability insurance fully covered by Payscale.

• Unlimited infertility coverage available through medical plans.

• Supplemental health benefits for employees and their families.

• 401(k) retirement plan with immediate company match that is fully vested.

• 16 weeks of paid parental leave for both birthing and non-birthing parents.

• Health Savings Account options with company contributions.

• Flexible Spending Account options.

• Annual stipend for remote work to support wellness or home office equipment.

• Opportunities for continued learning and development.

• Exposure to executive leadership through AMAs.

• Employee Resource Groups.

• Company-sponsored volunteer hours.

• Flexible remote-first working arrangement, with options for company-paid coworking spaces.

• In-person company events held a few times per year.