About the Role

The Renewals Manager will own a portfolio of scale and mid‑market SaaS customers, ensuring a smooth, timely renewal experience and strong long‑term customer relationships. You will be the commercial point of contact for your accounts, coordinating closely with Customer Support, Finance, Legal, Sales, Customer Success, and Sales Ops. You will provide ongoing account management and complete renewal service from engagement and account review, to quoting and negotiating commercial terms, through deal execution and opportunity close.

This role is responsible for internal health checks and ongoing account hygiene in Salesforce, with a strong emphasis on data quality, standardization of legacy contracts, and scalable processes.

The ideal candidate is comfortable working with APIs and product usage data, can understand each customer’s unique use case and configuration, and is motivated to leverage AI-driven tools to manage the base at scale.

Key Responsibilities

Customer Renewal Management

• Own a portfolio of scale and mid‑market renewal opportunities, driving an organized, timely, and predictable renewal cadence.

• Serve as the commercial point of contact for renewal cycles, partnering with Customer Success and Sales to align on value, usage, and risk.

• Conduct internal health checks ahead of renewal milestones, including product usage review, contract terms, pricing, and open issues.

• Proactively identify risk and expansion opportunities within your book of business and flag to internal stakeholders with clear recommendations.

Contract & Commercial Operations

• Manage renewal opportunities in Salesforce (SFDC):

  • Maintain accurate opportunity stages, close dates, and forecast amounts.

  • Ensure strong data hygiene, including complete fields, contact roles, and detailed notes that support reporting and executive visibility.

• Support quote creation and order form generation using CPQ or other quoting tools, in alignment with pricing, discount, and approvals policies.

• Coordinate with Legal/Deal Desk to standardize and streamline legacy contracts, working towards scalable, template‑driven agreements while preserving a positive customer experience.

• Prepare and route agreements via DocuSign or similar e‑signature tools, tracking status to ensure on‑time execution.

Customer & Vendor Review Support

• Act as a primary contact for renewal‑related customer questionnaires, including vendor risk/security reviews, commercial and product questionnaires, and procurement forms.

• Collaborate with Security, Legal, and other internal teams to compile accurate, timely responses that support successful vendor assessments and renewals.

Product & Data Understanding

• Develop a working understanding of customer configurations, APIs, and data flows so you can:

  • Interpret basic product usage and API metrics.

  • Identify trends and anomalies relevant to renewal strategy and risk.

• Use data to prioritize outreach, assess health, and inform renewal proposals.

• Partner with Product, RevOps, and CS to translate complex product usage patterns into clear business narratives for customers.

Scale, Standardization & AI-Driven Process

• Explore and pilot AI-driven tools and workflows to manage the renewal base at scale (e.g., renewal health summaries, outreach templates, contract comparison, or playbook recommendations).

• Use creativity and strong communication with customers to guide them from bespoke, legacy arrangements toward more standardized and scalable contracts, where appropriate.

Cross-Functional Collaboration & Continuous Improvement

• Collaborate closely with Sales, Customer Success, Deal Desk, Legal, RevOps, Finance, and Product to remove friction from the renewal process and improve customer experience.

• Provide structured feedback on pricing, packaging, and product adoption patterns observed in your book of business.

• Participate in testing and QA of new tools, workflows, and processes that impact customer renewals, ensuring they are practical and aligned with field needs.

• Contribute to forecast reviews and pipeline discussions, bringing data‑backed insights on renewal likelihood, risk, and drivers.

Qualifications

Minimum Requirements

• Bachelor’s degree in Business, Finance, or a related field; or a relevant business training certificate plus equivalent experience.

• 2+ years experience in a renewals, deal desk, sales operations, or similar commercial operations role, ideally in B2B SaaS.

• Hands‑on experience managing renewal opportunities, including opportunity stages, forecasting, and account records.

• Familiarity with quote creation and order form generation, and basic understanding of SaaS order forms, MSAs, and subscriptions.

• Experience using DocuSign or other e‑signature platforms to manage contract lifecycle.

• Strong written and verbal communication skills, with the ability to explain complex concepts clearly to both internal and external stakeholders.

• Proven ability to learn and navigate multiple software tools (e.g., CRM, CPQ, CS platforms, spreadsheets, AI tools).

Key Attributes for Success

• Customer-Centric Mindset: Balances the need for standardization with empathy for each customer’s unique use case and configuration.

• Operational Rigor: High attention to detail in Salesforce data hygiene, documentation, and process adherence.

• Analytical & Curious: Comfortable working with data, APIs, and product usage; asks good questions and digs into root causes.

• Collaborative: Works effectively across Sales, CS, Legal, Finance, RevOps, and Product, sharing context and driving alignment.

• Change-Oriented & Creative: Eager to experiment with AI-driven tools, new processes, and playbooks to make renewals more efficient and scalable.

• Process & QA Mindset: Willing to test, QA, and provide feedback on new systems and workflows that impact customer experience.

• Growth-Oriented: Motivated by growing the customer base, improving retention, and expanding customer value over time.

If you are excited about combining commercial ownership, data-driven insights, and operational excellence to deliver a great renewal experience for customers at scale, we’d love to hear from you.