Renewal Solutions Manager

5 days ago

St John's, Newfoundland and Labrador, Canada Tbwa ChiatDay Inc Full time

As a key member of our team at Cgsinc, you will play a pivotal role in driving customer retention and subscription renewals. Reporting to the Program Manager – Renewals Team, you will be responsible for managing relationships with a portfolio of customers, focusing on renewing software agreements, minimizing churn, and identifying opportunities for growth.

The ideal candidate will be a proactive and results-driven individual who can balance strategic customer interactions with the execution of renewal processes. You will work closely with internal teams, including Sales and Customer Success, to create and execute renewal strategies that drive predictable and efficient outcomes.

Main Responsibilities:

  • Drive customer retention by managing subscription renewals with a focus on maximizing gross retention rates and minimizing churn.
  • Develop and maintain strong customer relationships, acting as a trusted advisor to align their business goals with renewal strategies.
  • Identify customer risks and coordinate mitigation strategies to ensure renewals are completed successfully.
  • Collaborate with internal teams to create and execute renewal strategies that drive predictable and efficient outcomes.
  • Evaluate customer license usage, complete true-up requirements, and ensure renewal quotes accurately reflect customer needs.
  • Manage renewal processes with precision, including liaising with customers to secure purchase orders and complete necessary deal approvals.
  • Leverage customer analytics and metrics to inform renewal strategies and identify opportunities for upsell or cross-sell.

Requirements:

  • Proven experience in driving predictable renewals throughout the lifecycle and meeting or exceeding retention targets in a B2B SaaS or subscription-based environment.
  • Demonstrated success in managing customer relationships in roles such as Renewals Manager, Customer Success Manager, or equivalent.
  • Strong understanding of subscription go-to-market (GTM) approaches for customer success and renewals.
  • Effective communicator with strong interpersonal, negotiation, and presentation skills.
  • Self-motivated and results-oriented, with a focus on delivering exceptional customer outcomes.

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