Retention Manager (Enterprise SaaS)

TicketManager•Calabasas, CA

2d•Onsite

About The Position

TicketManager is hiring a Retention Manager (RM) to own the end-to-end contract renewal strategy and execution for a defined portfolio of enterprise accounts. This is a quota-carrying, revenue-critical role responsible for driving Gross Revenue Retention (GRR). The RM serves as the commercial owner of the renewal, partnering closely with Strategic Accounts, Account Management, and Sales to assess account health, mitigate risk, and maximize long-term customer value. This role is highly cross-functional and requires a strong operator who can manage complex deal cycles, lead negotiations with senior stakeholders, and drive disciplined forecasting and execution across the renewal pipeline.

Requirements

Bachelor’s degree required
5-7+ years of experience in a quota-carrying SaaS revenue role (Renewals, Account Management, or Enterprise Sales)
Proven track record of achieving renewal targets (GRR) and managing revenue forecasts
Strong commercial acumen with experience leading contract negotiations and pricing discussions
Experience managing complex enterprise accounts with multiple stakeholders
Highly organized with strong pipeline management and forecasting discipline
Confident executive communicator with experience engaging senior decision-makers
Ability to operate cross-functionally and drive alignment across teams

Nice To Haves

Experience in ticketing, sports, events, hospitality, or enterprise services is a plus

Responsibilities

Own the end-to-end renewal lifecycle for a defined book of business, including strategy, execution, and close
Deliver against renewal targets (GRR / NRR) and maintain high forecast accuracy
Build and manage a rolling renewal pipeline, ensuring timely engagement (90–180 days out depending on contract size)
Proactively identify renewal risk signals and drive mitigation plans in partnership with CSM and Account teams
Lead commercial negotiations including pricing, terms, and contract structure within established guardrails
Partner with Sales to identify and transition expansion opportunities (upsell/cross-sell) where applicable
Act as the internal quarterback for renewals, aligning Legal, Finance, Product, and leadership stakeholders
Maintain rigorous CRM hygiene, forecasting discipline, and reporting visibility
Drive process consistency and improvements across the renewal motion