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, managing forecasts and pipelines, supporting negotiations, and collaborating with Sales, Finance, Legal, and other internal teams to drive successful outcomes.

Responsibilities:

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

Requirements:

• 3–5 years in renewals, account management, sales support, or another customer-facing role, preferably within enterprise software or SaaS
• Fluent in English
• Familiar with FAR/DFARS requirements, US procurement regulations, and security standards
• Strong interpersonal, written, and verbal communication skills with the ability to build effective working relationships internally and externally
• Ability to manage multiple priorities and deadlines in a fast-paced environment with strong attention to detail
• Ability to identify customer challenges, think critically, and collaborate on solutions to support successful renewal outcomes
• Comfortable leveraging customer data, reporting, and CRM systems to manage renewals and identify risks or opportunities
• Candidates must reside in State advertised to be considered
• 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