Customer Renewals Manager

Airlock Digital is a global leader in application control and allowlisting, committed to empowering organizations to operate free from malware and ransomware. They are seeking a Customer Renewals Manager to optimize the renewal process for their Scale customer segment, focusing on driving on-time renewals and minimizing churn through data-driven strategies and customer engagement.

Responsibilities:

• Manage a large book of business of Scale customers with responsibility for on-time renewals and retention targets
• Execute end-to-end renewal workflows, including quoting, pricing alignment, and contract execution
• Maintain accurate renewal forecasts, commit calls, and pipeline hygiene
• Drive renewals through automated and semi-automated touchpoints (email cadences, in-app notifications, partner channels)
• Segment accounts based on risk, ARR, and expansion potential to prioritize engagement
• Continuously optimize renewal playbooks, timing, and messaging to improve conversion rates
• Monitor leading indicators such as product usage, support tickets, and billing friction
• Intervene selectively on at-risk accounts with targeted outreach or escalation
• Identify and execute expansion opportunities (seat growth, additional capabilities, multi-year terms)
• Partner with Sales on higher-value expansion plays
• Partner with Customer Success, Sales, and RevOps to align on renewals and improvements
• Track GRR, NRR, churn, and renewal rates
• Improve automation and efficiency in renewal processes

Requirements:

• 2–5 years in renewals, CS, AM, or sales in SaaS
• Experience with high-volume accounts
• Strong negotiation and communication skills
• Familiarity with HubSpot or similar tools