Director, Renewals

Role Overview

The Director of Renewals plays a crucial leadership role within the Customer Success and Growth division, focusing on guiding a team managing contract renewals to protect and expand revenue within their assigned territory. This position involves setting strategic direction, predicting attrition challenges, and collaborating with Sales and Customer Success leadership to optimize renewal outcomes.

Key Responsibilities

• Lead and mentor a team of specialists dedicated to contract renewals.
• Build strong partnerships with executive stakeholders to influence policy, identify gaps, and proactively address challenges.
• Support team members by actively participating in client engagements and leveraging corporate resources as necessary.
• Serve as a strategic advisor to Sales and Customer Success leadership within the assigned territory.
• Establish and maintain regular meetings with sales and customer success leaders, alongside weekly forecasting sessions to improve accuracy.
• Educate and implement best practices across the renewal team.
• Meet or exceed targets for customer attrition reduction and revenue uplift.
• Design and execute negotiation strategies that maximize contract value while maintaining customer trust.
• Identify and pursue opportunities for account growth during renewal negotiations.
• Manage the end-to-end renewal process collaboratively with internal teams including Competitive Intelligence, Pricing, Product Management, and Account Executives.
• Ensure the team effectively uncovers customer needs and barriers to renewal, demonstrating strong account management and commercial skills to close renewals on schedule.
• Provide comprehensive visibility on renewal statuses to executive management and engage their involvement when needed.
• REPORT risks clearly and take charge of resolution planning.
• Maintain a rolling 120-day forecast of renewals with accuracy.
• Enforce adherence to internal processes such as opportunity management, data quality, quotations, and forecasting best practices.
• Support team member development through mentorship, confidence building, knowledge sharing, and career path planning, including regular individual meetings.
• Contribute to annual renewal planning by calculating renewal rates, term lengths, and pricing strategies.

Required Qualifications and Experience

• Over 15 years of proven leadership experience in renewals strategy, with a strong emphasis on contract negotiation.
• Demonstrated ability to lead, develop, and mentor teams successfully.
• Strong record of surpassing sales quotas and key performance indicators.
• Excellent organizational, operational, and analytical capabilities.
• Effective communication of product value propositions, especially within Salesforce environments.
• Exceptional negotiation skills at the executive (CXO) level and ability to train these skills within the team.
• Strong financial acumen with robust process and policy management expertise.
• Advanced customer management skills with strategic thinking and persuasive communication abilities.
• Practical experience using salesforce.com is essential.
• Capability to analyze and track complex renewal cycles using data.
• Ability to thrive in fast-paced, dynamic environments.
• Bachelor's degree required.
• Willingness to travel 3-5 times annually for team meetings.

Preferred Background

• Familiarity with salesforce.com products, platform features, and best practice applications.
• Experience negotiating multi-year, complex service contracts.
• Background with enterprise CRM or customer service platforms.
• Familiarity with managing renewal transactions through various technological tools.

Leadership Attributes

• Passionate about customer success and personal development of team members.
• Open-minded learner who listens carefully and approaches work hands-on.
• Demonstrates urgency by acting swiftly to generate business value.
• Team-oriented with a generous spirit and a positive attitude aligned with a collaborative culture.
• Trusts and upholds company core values.
• Adaptable and thrives amid uncertainty and change.
• Empowers the team by fostering growth and success opportunities.