Renewals Manager

Job description

Job Description Job Summary: As a Renewals Manager, you will own and drive the full contract renewal process for a strategic portfolio of NA SMB SaaS customers, ensuring retention, revenue growth, and customer satisfaction. In this role, you will serve as a trusted advisor to both internal stakeholders and external clients, using data-driven insights, strong commercial acumen, and collaborative strategies to guide renewal negotiations. You’ll be a key player in identifying risks and opportunities, shaping renewal playbooks, and influencing account strategies in partnership with Sales, Customer Success, and cross-functional teams. Key Responsibilities: Own the end-to-end renewal lifecycle for a complex or high-value book of business, consistently achieving renewal and retention targets Develop renewal strategies based on customer segmentation, health scores, and commercial objectives, with a focus on mitigating churn and driving growth Conduct regular proactive outreach to executive stakeholders, reinforcing the value of Zendesk and aligning renewal timelines with strategic goals Analyze customer behavior, usage trends, and engagement signals to assess risk and forecast retention wi...