Senior Manager, Renewals

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee the global renewals function, taking responsibility for its operational model, team performance, and renewal results.

• Lead, cultivate, and expand a high-performing renewals team across various regions and experience levels.

• Manage the global renewals forecast and retention outcomes, collaborating with Customer Success and Sales to identify expansion opportunities.

• Set standards for coverage, handoffs, risk management, negotiation, forecasting, and performance evaluation.

• Mentor managers and team members through deal assessments, call reviews, calibration sessions, and development strategies.

• Collaborate with senior leaders to address complex renewal scenarios and integrate lessons learned into the overall operational model.

• Design and enhance renewal playbooks, commercial workflows, AI-assisted tools, and training programs.

• Provide insights on renewal performance, risks, expansion opportunities, and strategic priorities.

• Work alongside senior GTM leaders to mitigate risks and seize growth opportunities.

• Report directly to the Senior Director of Customer Success.

⛳️ Requirements

• Experience leading renewals, customer success, account management, or a similar post-sale function in B2B SaaS, with a proven track record of managing retention outcomes.

• Experience managing global or senior renewals teams, including hiring, developing, and supporting managers or team leads.

• Proven ability to lead complex renewal negotiations with enterprise clients and establish repeatable renewal processes for smaller customer segments.

• Strong understanding of renewal frameworks, commercial terms, pricing strategies, procurement, legal processes, forecasting, and retention metrics such as gross retention rate, net retention rate, churn, renewal rate, and expansion.

• Proficient in using Salesforce, Gainsight, or similar customer success platforms to monitor customer health, assess risks, forecast, and evaluate team performance.

• Ability to collaborate across Customer Success, Sales, RevOps, Finance, Legal, Support, Solutions Engineering, and Product teams.

• Background in cybersecurity, identity security, or identity and access management is preferred.

• Familiarity as a 1Password user or practitioner is an asset.

• Must be legally authorized to work in the United States or Canada; 1Password will not provide work authorization, relocation assistance, or visa sponsorship/transferring.

• Successful candidates will be required to undergo a background check.

🏝️ Benefits

• Immediate enrollment in the benefits program, which includes health and dental coverage.

• 401(k) plan available for roles based in the USA.

• RRSP available for roles based in Canada.

• Generous paid time off policy.

• Equity grant / RSU program available for most employees.

• Participation in applicable incentive programs.

• Maternity and parental leave top-up programs.

• Retirement matching program offered.

• Free 1Password account provided.

• Paid volunteer days available.

• Peer-to-peer recognition through Bonusly.

• Remote-first work environment.

• Accommodations available upon request.

• In-person onboarding in Toronto for all go-to-market roles.

• Occasional travel required, including department-wide offsites, quarterly meetings, and periodic customer events.

• Leadership positions can expect to travel approximately once per month on average.