We are looking for a seasoned and strategic Lead Renewal Manager (LRM) to lead renewal efforts for complex, high-value accounts, while also contributing to the development of best practices for Enterprise Renewals at Culture Amp.
In this role, you will be an integral part of the global Enterprise CX team, responsible for running your own book of Enterprise renewals, whilst also serving as a key contributor to the ongoing evolution of our global Enterprise renewals playbook.
You will engage with senior C-level stakeholders, manage intricate contract negotiations, and develop tailored renewal strategies. As an LRM, you will oversee an enterprise-level renewal pipeline, mitigate risks, and collaborate with Account Executives and Customer Success Managers to maximize renewal outcomes. Your work will directly impact retention and revenue growth in the enterprise segment.
In this role, you will own:
- Develop and execute strategic plans to secure on-time renewals for Enterprise customers
- Build and maintain strong relationships with key stakeholders and decision-makers in Enterprise accounts
- Partner with Customer Success Managers (CSMs) to ensure customer satisfaction and resolve challenges impacting renewal outcomes
- Work closely with Account Executives (AEs) to identify and execute upsell and cross-sell opportunities during the renewal process
- Collaborate with Customer Success and Product teams to gather insights on customer adoption and value realization
- Contribute to quarterly business reviews (QBRs) by providing insights on renewal progress and customer trends
- Mentor and guide other Renewal Managers, enhancing their skills in customer engagement, negotiation, and pipeline management
- Identify inefficiencies in renewal workflows, recommending improvements to enhance team performance and operational scalability and improve predictability of retention through these improvements
- Contribute to the ongoing refinement of Enterprise Renewal playbooks, procedures, policies and tooling
You have:
- 7+ years of experience in renewals, account management, customer success, or sales within a SaaS or Enterprise software environment
- Experience refining and scaling renewals processes for a global enterprise customer base
- Proven track record of meeting or exceeding retention and revenue goals
- Advanced negotiation and relationship management skills, with a proven track record of handling complex, million-dollar plus contracts
- Exceptional communication and interpersonal skills to build and maintain relationships with senior stakeholders
- Strong mentorship and coaching capabilities, with a collaborative approach to team development
- Analytical mindset with proficiency in leveraging data to inform decisions and strategies
- Effective organizational and project management skills to manage multiple renewals simultaneously
- Deep understanding of SaaS metrics (e.g., ARR, GRR, NRR) and their impact on renewal strategies
- Experience with financial concepts like ROI and TCO to articulate customer value
- Proficiency in CRM and Customer Success platform tools (experience with Salesforce and Vitally preferred)
- Experience working with global or Enterprise-level customers across multiple industries
