Director, Renewal Management, CX

Role Overview

• Own the global renewal strategy, processes, and playbooks to ensure timely, accurate, and high-value renewals.
• Serve as an executive-level renewal leader for strategic and complex accounts, engaging directly with customers to align on value, address objections, and secure successful contract outcomes.
• Mentor and coach Renewal Managers on deal strategy for specific renewals, including stepping in to help manage negotiations where required.
• Personally lead or support customer negotiations for high-risk, high-value, or escalated renewals, including multi-year and enterprise agreements.
• Develop segmentation frameworks to tailor renewal motions based on customer value, lifecycle stage, and risk level.
• Collaborate cross-functionally with Customer Success, Sales, Finance, and Legal to streamline negotiation, pricing, discounting, and contract flow and secure appropriate approvals.
• Build and maintain renewal dashboards, KPIs, and predictive forecasting models for churn risk and GRR projections.
• Monitor renewal performance against targets and drive continuous improvements in process, tooling, and efficiency.
• Provide executive-level reporting with insights, risk analysis, and mitigation plans.
• Partner with Customer Success to identify at-risk accounts early and implement structured intervention plans.
• Oversee standardized renewal engagement cadence and communications to customers.
• Influence product and service improvements based on renewal feedback, win/loss insights, and customer trends.
• Lead and grow a high-performing renewal management team, including Renewal Managers and Analysts.
• Develop a commercially strong, customer-facing renewal organization capable of handling complex negotiations with confidence.
• Set clear objectives, coach for performance, and foster a culture of accountability, collaboration, and customer-centricity.
• Partner with operational teams to drive automation and workflow optimization in quoting and renewal management systems to streamline renewal motions.
• Partner with Operations to enhance data accuracy, contract management, and reporting infrastructure.
• Ensure compliance with pricing policies and contractual terms.

Requirements

• 10+ years of experience in SaaS renewals, customer success, account management, or revenue operations.
• 5+ years managing renewal or recurring revenue teams in a high-growth SaaS environment.
• Proven experience negotiating customer contracts and renewal terms directly with enterprise customers.
• Strong command of SaaS financial models: GRR, NRR, churn, expansions, and forecasting.
• Demonstrated success building scalable renewal processes and exceeding retention targets.
• Experience with CRM, CPQ, and contract management systems (Salesforce preferred).
• Exceptional analytical, customer-facing negotiation, and executive communication skills.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities