Manager of Customer Renewals

Payscale is a compensation intelligence company that helps organizations make smarter pay decisions using market data and AI-powered technology. The Manager of Customer Renewals leads Renewal Managers in achieving retention and renewal targets, coaching the team, managing negotiations and escalations, maintaining accurate forecasts, and coordinating with Customer Success, Account Management, Finance, Legal, Deal Desk, and Operations.

Responsibilities:

• Coach and develop Renewal Managers through regular one-on-ones, call reviews, and deal reviews, strengthening discovery, negotiation, objection handling, and closing skills
• Establish clear expectations for results, account planning, customer engagement, and follow-through. Address performance gaps through specific coaching and measurable improvement plans
• Hire, onboard, and develop team members while managing portfolio assignments and workload to support consistent execution
• Own the team’s performance against revenue retention, renewal completion, and other assigned commercial targets
• Ensure renewal planning and customer engagement begin well ahead of contract expiration and notice deadlines, creating time to demonstrate value, address concerns, and evaluate commercial options
• Coach the team to uncover the reasons behind cancellation, contraction, and shorter-term requests. Develop account-specific strategies to protect revenue and preserve the customer relationship
• Lead complex negotiations and customer escalations, bringing in the right internal partners and maintaining clear ownership through resolution
• Ensure agreements, approvals, signatures, and booking documentation are complete and accurate to support timely renewals and billing
• Make contract duration a consistent part of renewal discovery and negotiation. Coach the team to position multi-year agreements around customer priorities, demonstrated value, and appropriate commercial incentives
• Balance retention, pricing, contract length, and payment terms when evaluating renewal options. Ensure concessions are purposeful and follow approval guidelines
• Inspect renewal term trends, including weighted average term length, and use deal-level context to identify where coaching or process changes can improve results
• Partner with Account Management on expansion opportunities identified during renewal conversations, providing clear qualification, customer context, and a coordinated next step
• Own the team’s renewal forecast, ensuring projected outcomes, amounts, timing, and risks are supported by current customer information and clear next steps
• Run regular pipeline and risk reviews that identify stalled deals, changes in customer intent, and gaps in execution early enough to act
• Maintain accurate Salesforce records, including renewal stages, contract terms, decision-makers, notice dates, and reasons for churn or contraction
• Report performance trends and forecast changes to leadership with clear explanations, recommended actions, and support needed
• Analyze results by rep, customer segment, and renewal timing to identify repeatable practices and targeted improvement opportunities
• Partner with Customer Success to bring customer outcomes, adoption, executive relationships, and unresolved concerns into renewal planning
• Establish clear responsibilities and customer communication plans with Customer Success and Account Management
• Work with Finance, Legal, Deal Desk, and Operations to resolve contractual or process barriers and maintain commercial discipline
• Improve renewal workflows, playbooks, and reporting. Use automation and AI where they can reduce administrative work and help the team focus on customer conversations and deal execution

Requirements:

• 3+ years of experience in SaaS renewals, account management, customer success, or a related commercial role
• Experience managing or formally leading a customer-facing team, with demonstrated ability to coach performance and develop talent
• A track record of meeting retention or revenue goals and managing customer negotiations
• Strong commercial judgment, including experience evaluating pricing, contract duration, concessions, and customer risk
• Experience managing pipelines and forecasts, with the ability to explain changes and translate data into action
• Proficiency with Salesforce or a comparable CRM, with a strong commitment to accurate records and consistent processes
• Clear communication and problem-solving skills, including the ability to navigate escalations and coordinate across functions
• Strong organizational skills and the ability to manage competing priorities across a portfolio of renewals
• Experience negotiating multi-year SaaS agreements and improving renewal processes