Renewals Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Implement the renewal process for a portfolio of subscription clients, utilizing effective strategies that foster revenue retention while preserving customer trust.

• Oversee customer communications, assist in pricing discussions, and resolve objections to ensure timely renewals, expansions, and cross-sells.

• Collaborate with Customer Success to assess account health and usage metrics prior to contract expiration, identifying risks for renewal and potential growth opportunities.

• Initiate proactive outreach to clients at specified intervals before contract expiration (90, 60, and 30 days) to guarantee timely completion of renewals.

• Facilitate renewal and contract modification discussions with clients, adhering to established negotiation guidelines and escalating complex cases when necessary.

• Address customer inquiries regarding any aspect of the renewal process, including contract amendments, expansions, and contractions.

• Create, review, and dispatch renewal quotes to customers to ensure prompt processing through procurement, leading to the issuance of POs for timely renewal closure.

• Monitor contract cancellations and document reasons for loss.

• Work collaboratively with cross-functional teams, including Customer Success, Sales, Legal, and Finance, to identify opportunities to minimize operational friction and enhance efficiency in renewal, expansion, and cross-sell processes.

• Maintain all necessary CRM data, including tracking customer interactions and managing renewal opportunities.

• Conduct all business activities in alignment with FinQuery policies and procedures.

• Complete any additional duties as assigned.

⛳️ Requirements

• Exceptional written, verbal, and interpersonal communication abilities to effectively engage with customers, internal stakeholders, and cross-functional partners.

• Strong negotiation and objection handling skills, capable of conducting persuasive, value-based renewal conversations within established parameters.

• Comprehensive understanding of Net Revenue Retention (NRR) and the critical drivers of recurring revenue in a SaaS environment.

• Robust analytical skills to assess issues, identify solutions, and make informed decisions with general supervision.

• Capability to interpret customer health signals, engagement metrics, and renewal performance data to prioritize outreach, identify at-risk accounts, and support accurate forecasting.

• Strong process management, time management, and organizational abilities, with the capacity to handle multiple concurrent renewals against competing deadlines while ensuring accuracy and policy compliance.

• Ability to discern when situations necessitate independent resolution versus escalation to Customer Success, Sales, or Legal, and act appropriately within defined guidelines.

• Skill in reading and interpreting subscription agreements, contract modifications, and order forms to facilitate precise renewal execution and contract management.

• Excellent financial acumen and policy management capabilities.

• Proficiency in CRM systems, with a preference for familiarity with HubSpot or similar tools.

• Possession of a 4-year degree or equivalent professional experience.

• At least 3 years of experience in customer renewals or account management within a SaaS or subscription-based business.

• Proven history of achieving quota and key performance indicators (KPIs).

• Familiarity with Microsoft Office and Google Suite is preferred.

• Experience working within a CRM platform with a preference for HubSpot experience.

🏝️ Benefits

• Annual employee development program stipend of $1,000 for each employee.

• Access to a mentorship program.

• Sabbatical program offering 4 weeks of leave after 5 years of service.

• Opportunities for advancement based on performance.

• Signing stipend for a work-from-home setup.

• Paid Time Off.

• Parental Leave Benefits.

• Fertility/Adoption Assistance.

• Annual tutoring stipend for your children.