Team Lead, Renewals

Job Description Our Renewals team protects and grows our subscription base by understanding each customer’s contract, designing creative solutions, and ensuring customers renew successfully and on time. What you'll do As Team Lead, North America SMB Renewals (based in Mexico City), you will lead, coach, and manage a team of Renewal Representatives (also based in Mexico City) who work with North American customers to retain and grow the renewals book. This is a player‑coach role — you will also manage your own book of business to stay close to the customer experience, product changes, and the day‑to‑day challenges your team faces. Why this role matters You will drive retention, identify expansion opportunities, and raise the bar on renewal methodology, coaching, and execution across the region. Your role: Book of business management Own retention and contraction targets for your book of business; forecast and report on renewal risk and opportunities. Manage territory assignments and distribute accounts across the team based on region and language requirements. People management, quality assurance, and coaching Lead the team by defining and documenting best practices for running the renewals book of business and continuously improving the renewals methodology. Hold weekly one‑on‑ones with each Renewal Representative to provide mentorship, negotiation guidance, and development support. Run the team quality‑assurance program: audit calls and written communications, track QA metrics, and convert insights into targeted coaching and process improvements. Deliver timely, constructive feedback (both formal and informal) to Renewal Representatives on a regular basis. Serve as a trusted escalation point for teammates, partners, and customers when churn or contraction risk is identified. Manage the full employee lifecycle through goal setting and appraisal processes (360 reviews, Workday, etc.). Operations Embed yourself with internal teams and become an expert in the people, processes, and customer experience for the assigned region. Identify process, methodology, and efficiency improvements for renewals and present recommended changes to Success & Renewals leadership. Lead cross‑functional projects that impact the broader organization, as assigned. Recruit and onboard new team members; partner with senior leadership to evolve the onboarding experience. Lead and present at team meetings and handle regional escalations. You are: Eager to accelerate your career in consultative sales or customer success, focused on value‑based customer outcomes. A bachelor’s degree recipient or have equivalent professional experience. Experienced (4 years) in customer‑facing roles, including leading a team of renewals representatives. Passionate about mentoring and coaching, with a track record of delivering timely, constructive feedback. An excellent communicator with strong verbal, written, and interpersonal skills. Committed to partnering with customers to drive successful renewals. Collaborative — you partner closely with internal stakeholders to create an outstanding renewal experience. Comfortable managing competing priorities and switching tasks smoothly. Where We Work Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all. Please note that anyone hired into ... (truncated, view full listing at source)