Customer Renewals Manager

RWS is seeking a Customer Renewals Manager to own and manage a high-value portfolio of enterprise renewals. The role focuses on guiding renewal journeys, strengthening customer retention, supporting commercial discussions, identifying renewal risks, and partnering with Sales, Finance, Legal, and other teams to drive customer and business outcomes.

Responsibilities:

• Renewal Management: Own and manage a high-value enterprise renewal portfolio spanning government institutions, global airlines, and technology companies across EMEA, NASA and APAC
• Customer Relationship Management: Maximize customer outcomes by proactively guiding renewal journeys, strengthening retention, and building lasting value through strategic, customer-centric engagement
• Cross-Functional Collaboration: Partner closely with Sales, Finance, Legal, and other internal teams to support renewal execution and identify potential growth opportunities
• Risk Identification & Retention Support: Monitor customer renewal activity and proactively identify risks to renewal success, escalating concerns and partnering with internal stakeholders on retention efforts
• Forecasting & Pipeline Management: Maintain accurate renewal forecasts, pipeline tracking, and CRM hygiene to support business visibility and planning
• Process Execution & Operational Excellence: Follow established renewal processes and contribute feedback and ideas to improve efficiency, scalability, and customer experience
• Negotiation & Commercial Support: Support renewal discussions and pricing conversations within established guidelines to help drive mutually beneficial outcomes
• Customer Advocacy: Act as a customer advocate internally, ensuring customer needs and feedback are communicated effectively across teams

Requirements:

• • Languages: Fluent in English
• • Collaboration & Communication: Strong interpersonal, written, and verbal communication skills with the ability to build effective working relationships internally and externally
• • Organization & Time Management: Ability to manage multiple priorities and deadlines in a fast-paced environment with strong attention to detail
• • Problem Solving: Ability to identify customer challenges, think critically, and collaborate on solutions to support successful renewal outcomes
• • Analytical Mindset: Comfortable leveraging customer data, reporting, and CRM systems to manage renewals and identify risks or opportunities
• • Experience: 3–5 years in renewals, account management, sales support, or another customer-facing role, preferably within enterprise software or SaaS
• • Experience as a Customer Success Manager (CSM) is a plus
• • Experience working in SaaS, subscription-based businesses, or customer lifecycle management environments
• • Familiarity with Salesforce Lightning CPQ
• • Experience with the creation and maintenance of Salesforce Dashboards