Senior Renewals Manager

Job Description Job Summary: As a Senior 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 and manage the full lifecycle of renewals for high-value North America SMB accounts, ensuring optimal customer retention and minimizing revenue leakage Lead renewal planning with Sales, Customer Success, and Product teams to align on customer health, expansion paths, product usage, and strategic initiatives Engage with VP and C-level customer stakeholders to understand business objectives, align contract strategy, and reinforce long-term value Serve as a primary commercial point of contact for renewal discussions, pricing alignment, term negotiations, and contractual governance Anticipate risk through analysis of customer signals, usage trends, and engagement gaps—developing and executing mitigation strategies in partnership with cross-functional teams Lead complex negotiations involving multi-product solutions, budget constraints, custom pricing, and contractual amendments Drive adoption of internal renewal methodologies and continuously improve forecasting accuracy and pipeline transparency Act as a trusted advisor and subject matter expert in renewals, offering strategic guidance to internal teams and mentoring junior renewal professionals Champion process optimization initiatives by identifying gaps, creating scalable playbooks, and partnering with RevOps to improve tooling and reporting Represent the Renewals function in strategic planning and operational review meetings with Sales Leadership, Finance, Legal, and Customer Success Core Competencies: Business Knowledge Business Knowledge Possesses in-depth knowledge of Zendesk products, including roadmap awareness, use-case positioning, and competitive differentiation. Leverages industry expertise to align renewals with evolving customer needs and business goals. Relationship Management Builds and sustains long-term relationships with executive stakeholders, acting as a strategic advisor and trusted advocate. Navigates complex organizational structures to ensure stakeholder alignment and ongoing engagement. Understands prompts for customer escalation and can execute quickly to gather appropriate audience. Communication & Conflict Resolution Communicates with clarity, precision, and influence across all levels of the customer organization. Resolves complex objections and escalations with professionalism, empathy, and a focus on delivering mutually beneficial outcomes. Analytical Skills Expertly interprets customer usage, financial data, health scores, and renewal trends to drive account strategy, retention forecasting, and executive reporting. Uses data to guide decision-making and improve renewal performance at scale. Negotiation Leads high-stakes negotiations with confidence, balancing business objectives with customer needs. Uses strategic concessioning, value framing, and swap plays to preserve revenue and strengthen customer commitment. Qualifications: 4-6 years of experience in SaaS renewals , customer success, account management, or sales in a high-growth or enterprise environment Proven track record of owning and closing high-value and complex contract renewals with executive stakeholders Deep expertise in commercial negotiation, customer relationship management, and strategic account planning Strong proficiency in Salesforce, CPQ, Gainsight (or similar tools), with a data-first ... (truncated, view full listing at source)