Manager, Renewals Team

3-5+ years experience in SaaS renewals, account management, or customer success 1-2+ years managing a quota-carrying or high-volume team Proven track record of taking a new motion from 0-1 and using data & metrics to drive its success Demonstrated success improving retention metrics, leading customer-facing teams, and implementing scalable processes Excellent operational discipline: forecasting accuracy, CRM hygiene, and data-driven decision making Strong communication skills — written, verbal, and visual Ability to coach reps on negotiation, prioritization, renewal strategy, customer empathy, and commercial rigor

Lead, coach, and develop a team of Renewal Specialists Own overall NRR & GDR, and on-time renewal rate for the <10 employee segment Create strategic interventions to reduce churn and increase product adoption Build playbooks for renewal motions, expansion execution, and risk mitigation Establish a scalable renewal process balancing automation and high-touch engagement Serve as the escalation point for complex renewals and high-risk accounts Provide structured product feedback to Engineering, Product, and Design