Manager/Director, Client Retention & Renewals

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

📋 Description

• Take ownership of and drive the overall client retention and renewals strategy for the company, with responsibility for NRR, gross renewal rate (GRR), and expansion revenue objectives.

• Build, lead, and mentor a team of Retention Managers and Renewal Specialists, setting performance standards, career development paths, and coaching routines.

• Act as the executive sponsor for high-value, strategically important accounts, directly engaging in escalation resolution and renewal negotiations.

• Collaborate with business stakeholders to establish retention targets, report on performance, and align retention initiatives with portfolio growth objectives.

• Create and continually enhance the retention and renewals operating model, which includes playbooks, escalation frameworks, forecasting methodologies, and QBR standards.

• Manage the complete renewal lifecycle across all business tiers, ensuring that every renewal is initiated at least 90 days prior and progresses through a structured commercial process.

• Lead negotiations on complex, high-value, or multi-year renewal agreements in partnership with Sales, Legal, and Finance teams.

• Develop tiered renewal strategies that tailor approaches based on account size, health score, and strategic importance.

• Construct and maintain a renewal forecast model with an accuracy of ±5%; present findings monthly to the VP of Client Success and quarterly to the executive team.

• Define and manage the risk management framework, which includes early warning indicators, red-account protocols, and cross-functional intervention plans.

• Utilize Gainsight to develop and optimize health score models, lifecycle journeys, automated playbooks, and risk CTAs across all client segments.

• Work with Product, Implementation, and Support teams to identify systemic churn causes and lead cross-functional remediation efforts.

• Analyze win/loss and churn data to uncover patterns, present insights to leadership, and continuously address retention gaps.

• Design and produce executive-ready retention dashboards and KPI reports for internal leadership, private equity board packages, and investor updates.

• Establish data hygiene and CRM standards that guarantee renewal pipeline accuracy and consistent forecasting.

• Collaborate with Revenue Operations to ensure alignment of retention metrics with company-wide ARR and revenue reporting.

⛳️ Requirements

• 7+ years of experience in client success, renewals, or account management within a B2B SaaS environment.

• Proven success in owning and surpassing NRR targets (105%+) across a multi-million dollar portfolio.

• Expert-level knowledge of Gainsight, including health score configuration, playbook design, renewal CTAs, journey orchestration, and reporting.

• Demonstrated experience negotiating complex, high-value SaaS renewals and expansions with C-suite stakeholders.

• Strong executive presence and communication abilities; capable of presenting with authority to private equity sponsors and board-level audiences.

• Proficiency in analytics—comfortable with ARR waterfall models, churn cohort analysis, and retention forecasting.

• Experience in managing and developing high-performing teams in a dynamic, metrics-driven setting.

• Knowledge, Skills, and Abilities: Familiarity with healthcare technology or revenue cycle management (RCM)—experience with Ventra Health's core service lines is a significant advantage.

🏝️ Benefits

• Ventra performance-based incentive plan.

• Referral bonus.