Customer Renewals Manager
Airlock Digital•Denver, CO
•Remote
About The Position
Airlock Digital is seeking a Customer Renewals Manager to manage and optimize the renewal process for their Scale customer segment. This role is crucial for ensuring on-time renewals, minimizing customer churn, and identifying opportunities for account expansion. The position involves a combination of data-driven strategies, automated outreach, and direct customer engagement to achieve retention targets.
Requirements
- 2–5 years of experience in renewals, Customer Success (CS), Account Management (AM), or sales within the SaaS industry.
- Proven experience managing high-volume accounts.
- Strong negotiation and communication skills.
- Familiarity with CRM tools like HubSpot or similar platforms.
Responsibilities
- Manage a large portfolio of Scale customer renewals to meet on-time renewal and retention goals.
- Execute complete renewal workflows, including quoting, pricing adjustments, and contract finalization.
- Maintain accurate renewal forecasts, participate in commit calls, and ensure pipeline data is up-to-date.
- Drive renewals through automated and semi-automated methods such as email campaigns, in-app messages, and partner channels.
- Segment customer accounts based on risk, revenue, and expansion potential to prioritize engagement efforts.
- Continuously refine renewal strategies, timing, and messaging to enhance conversion rates.
- Monitor key indicators like product usage, support interactions, and billing issues to identify churn risks.
- Intervene with at-risk accounts through targeted communication or escalation.
- Identify and execute expansion opportunities, including increasing seat count, adding new capabilities, and securing multi-year agreements.
- Collaborate with the Sales team on larger expansion initiatives.
- Partner with Customer Success, Sales, and RevOps teams to align on renewal strategies and process improvements.
- Track key metrics such as Gross Renewal Rate (GRR), Net Renewal Rate (NRR), churn rate, and overall renewal rates.
- Enhance automation and efficiency within the renewal processes.
Benefits
- Medical, dental, and vision insurance
- 401K Plan with 4% Company Match
- Life and Disability Programs
- Paid Parental Leave
- Paid time off and Paid Holidays
- Volunteer and Birthday Time off
- Home Office Allowance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
