The Role: The Senior Manager, Customer Renewals will lead a team of direct reports responsible for driving customer retention and growth across a portfolio of North America-based clients. This individual will oversee customer renewals, negotiate contracts, and guide customers through cloud migration initiatives, ensuring adoption of Strategy technology solutions. The role requires a balance of strategic leadership, customer-facing expertise, and operational excellence. Key Responsibilities: Lead, mentor, and manage a team of Customer Renewal Specialists, fostering a high-performing, collaborative culture. Own the end-to-end subscription and contract renewal process, including forecasting, quoting, negotiation, and collection of customer approvals. Partner with Sales, Customer Success, Product, and Marketing teams to define account strategies, cloud adoption plans, and revenue objectives. Collaborate with Sales and Customer Success to identify opportunities for upsell, cross-sell, and improved product adoption. Negotiate renewal terms, pricing, and contracts with senior-level stakeholders to maximize retention and growth. Develop strategies to prevent churn and defend against contract attrition. Stay informed on industry trends, SaaS best practices, and emerging technologies to provide strategic guidance to customers and internal teams.
5+ years of experience in customer-facing roles, preferably in SaaS, cloud, or enterprise software environments. Proven experience managing a small team of high-performing individuals. Demonstrated ability to drive cloud migrations, renewals, and customer negotiations. Strong executive presence; comfortable engaging with senior-level stakeholders. Exceptional communication and relationship management skills. Analytical mindset with ability to interpret data to inform strategy. Client-focused with a track record of advocating for customer success. Self-starter, able to identify areas for process improvement and implement solutions. Bachelor’s degree or equivalent experience; advanced degrees a plus. Fluent in English; additional languages a plus but not required.
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