Renewals Manager

Zapier•San Francisco, CA

20h•Remote

About The Position

At Zapier, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here - that’s great! We just ask that you use them responsibly and transparently. Check out our guidance on How to Collaborate with AI During Zapier’s Hiring Process, including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process - and when not to. We’re looking for a proactive, persuasive, builder to join Zapier as our first Renewals Manager. You’ll help us build the renewal function from the ground up in Zapier’s upmarket business, think 0→1 startup energy, ownership, and autonomy within the resources of a scaled company. You’ll shape how renewals run, set the standard for simplicity and consistency, and make the commercial moment a trust-building experience for our customers. This isn’t a back-office role. You’ll be customer-facing, guiding champions, procurement teams, and execs through renewals in a way that feels seamless, value-aligned, and professional. You’ll protect revenue, spot opportunities for growth, and strengthen relationships at a critical commercial moment where we plan our future initiatives. If you’re someone who loves creating process that scales, thrives in fast-moving environments, and knows how to balance commercial rigor with empathy, let’s talk.

Requirements

Commercially minded: You understand renewals are both a defensive and offensive motion, and know how to protect ARR while creating room for growth.
Customer-centric negotiator: You can align pricing and packaging to the customer’s value realization without over-discounting.
Process-driven operator: You thrive in CRM tools (HubSpot, Gong) and can execute clean, repeatable motions at scale.
Cross-functional partner: You know how to work with Customer Success, Sales, RevOps, Billing, and Legal to unblock deals and keep renewals on track.
Adaptable and scrappy: You’re comfortable building in a “Series A inside a later-stage company” environment, where processes evolve quickly. You love building out
Experienced: 3–5+ years in renewals, deal desk, account management, or sales roles in SaaS, ideally with exposure to enterprise contracts.

Responsibilities

Lead standard renewals for our upmarket segment, balancing hunting for expansion and logo retention. You’ll act as lead strategist for the commercial period, working with our customers to continue long-term relationships.
Execute timely renewals by owning the process - generating renewal proposals, managing the paper process, and overseeing commercial negotiations with core stakeholders in our customer’s business.
Protect logo retention and ARR outcomes in every renewal, working with the Sales & Success team to effectively trade value for value with our enterprise plan customers.
Proactively identify risks (contractual, usage, or stakeholder) and escalate early to account teams for intervention.
Collaborate closely with RevOps, Billing, Legal, and Sales to streamline approvals, align messaging, and ensure exception handling is managed efficiently. Improve our pricing and packaging options in partnership with product and BizOps teams
Partner with Customer Success Managers to ensure renewal terms reflect real customer usage and business value.
Maintain accurate renewal forecasts in Gong and HubSpot, ensuring NRR and GRR performance is visible and predictable.
Provide ongoing updates to sales and GTM leadership on renewal risk and variance from forecast.
Continuously refine renewal processes, tooling, and communications to improve efficiency and customer experience, ensuring Zapier remains a trusted partner at every step of the customer journey.
Capture and share learnings from renewals to inform pricing, packaging, and broader customer success motions.