Senior Manager, Renewals and Customer Success

Datacor is the leading provider of software solutions for the process manufacturing space, dedicated to helping customers use data as a competitive advantage. The Sr. Manager, Renewals and Customer Success is responsible for leading a team focused on minimizing financial attrition and growing revenue through effective renewals management while providing strategic oversight of Customer Success initiatives.

Responsibilities:

• Lead a team of dedicated renewals professionals focused on minimizing financial attrition, locking in favorable terms, and identifying growth opportunities
• Own, drive, and manage the full renewals process in collaboration with Sales, Customer Success, Pricing, and Product Management
• Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting customer trust
• Accurately maintain and forecast a rolling 120-day renewals pipeline; run weekly forecast meetings with the team to drive accuracy and accountability
• Ensure the team identifies customer requirements, uncovers roadblocks, and drives renewal events to on-time closure
• Communicate renewal risk clearly and take the lead in developing resolution strategies
• Maximize account growth opportunities by ensuring the renewals team plays an active role on the extended account team and surfaces incremental expansion opportunities
• Assist in annual renewal planning, including calculation of renewal rates, term length targets, and price increase strategies
• Ensure adherence to best practices for Opportunity Management, Data Quality, Quotations, and Forecasting in Salesforce
• Provide strategic direction to the Customer Success team, ensuring CSMs are driving adoption, managing risk, and positioning accounts for renewal
• Champion the renewal readiness process ensuring account health, value delivered, and risk flags are documented and handed off to the Renewals team well ahead of renewal outreach
• Serve as an escalation point for complex or high-risk customer situations, and ensure at-risk accounts have active mitigation plans in place
• Identify gaps in CS process, tooling, and coverage, and bring prior experience scaling a CS function to bear as Datacor continues to build contributing to playbooks, segmentation models, and engagement frameworks when the time is right
• Ongoing mentoring, coaching, and career development for both renewals and CS team members
• Engage in regular 1:1s with all direct reports; foster a culture of accountability and continuous improvement
• Develop and educate the team on best practices across renewals, account management, and customer engagement
• Embrace the use of AI and automation tools to reduce manual work and increase team capacity
• Build and maintain strong alignment with Sales, Customer Success, and executive leadership through a regular meeting cadence
• Initiate and develop relationships with key internal stakeholders to influence policy and process, identify gaps, and proactively address them
• Provide executive leadership with full visibility into renewal forecasts, at-risk accounts, and CS portfolio health
• Relay customer feedback to Product and relay roadmap commitments back to the CS team

Requirements:

• Proven track record leading and developing a renewals or post-sale revenue team, with demonstrated overachievement of quota and KPIs
• Experience managing a renewals pipeline in a B2B SaaS or software environment, including forecasting, risk management, and contract negotiation
• Background in Customer Success or post-sale account management, with an understanding of how CS and renewals motions intersect
• Experience contributing to or helping scale a Customer Success function whether through process design, team structure, tooling, or segmentation
• Strong Salesforce proficiency; experience managing complex renewal cycles through CRM
• Experience negotiating complex, multi-year contracts at the executive (CXO) level
• Experience converting customers from Perpetual to Subscription licensing models
• ERP, supply chain, or similarly complex enterprise software background
• Familiarity with CS platforms (Gainsight, Totango, ChurnZero, etc.) and scaled/digital CS programs
• Bachelor's degree