Renewals Manager

Zendesk•Austin, TX

4d•$108,000 - $162,000•Hybrid

About The Position

As a 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.

Requirements

2-4+ years of experience in SaaS renewals, account management, revenue operations, or customer success
Proven track record of managing mid-market or enterprise renewals and consistently achieving or exceeding retention targets
Strong commercial acumen with experience in pricing strategy, negotiation, and navigating complex contract discussions
Proficiency with Salesforce, CPQ tools, and customer health platforms (e.g., Gainsight)
Exceptional communication and stakeholder management skills, including experience interacting with VP-level or C-suite customers
Highly organized, detail-oriented, and capable of managing multiple renewal timelines in a fast-paced environment
Bachelor's degree or equivalent professional experience

Nice To Haves

Experience mentoring others or contributing to team knowledge-sharing is a plus

Responsibilities

Own the end-to-end renewal lifecycle for a complex or high-value book of business, consistently achieving renewal and retention targets
Develop renewal strategies based on customer segmentation, health scores, and commercial objectives, with a focus on mitigating churn and driving growth
Conduct regular proactive outreach to executive stakeholders, reinforcing the value of Zendesk and aligning renewal timelines with strategic goals
Analyze customer behavior, usage trends, and engagement signals to assess risk and forecast retention with accuracy
Lead renewal pricing discussions and manage commercial terms in alignment with Sales, Legal, and Finance policies
Influence and partner with Customer Success and Account Executives to align renewal timing, expansion motions, and customer roadmaps
Facilitate internal renewal cadence meetings and lead discussions around risk mitigation and save plays
Identify and recommend process improvements across the renewals motion, contributing to best practice documentation, tooling enhancements, and training
Mentor junior renewal team members and support onboarding efforts as needed
Maintain accurate and up-to-date records in Salesforce, CPQ, and other internal systems to support forecast visibility and pipeline reporting.