Director,  Renewal Management, CX

Director,  Renewal Management, CX

About the Role

The Director of CX Renewal Management is a strategic client- and revenue-facing leader responsible for driving predictable, high-quality renewal outcomes across the customer base. This role owns the full renewal lifecycle—from forecasting and risk mitigation to direct customer engagement, commercial negotiation, and contract execution.

This leader is expected to be in front of customers, particularly on strategic, complex, or at-risk renewals, partnering closely with Sales and Customer Success to protect and grow recurring revenue. The ideal candidate brings deep experience in SaaS recurring revenue models, strong commercial acumen, and a proven ability to lead renewal teams that deliver strong gross revenue retention (GRR) while minimizing churn.

Key Responsibilities

Renewal Strategy & Execution

· Own the global renewal strategy, processes, and playbooks to ensure timely, accurate, and high-value renewals.

· Serve as an executive-level renewal leader for strategic and complex accounts, engaging directly with customers to align on value, address objections, and secure successful contract outcomes.

· Mentor and coach Renewal Managers on deal strategy for specific renewals, including stepping in to help manage negotiations where required.

· Personally lead or support customer negotiations for high-risk, high-value, or escalated renewals, including multi-year and enterprise agreements.

· Develop segmentation frameworks to tailor renewal motions based on customer value, lifecycle stage, and risk level.

· Collaborate cross-functionally with Customer Success, Sales, Finance, and Legal to streamline negotiation, pricing, discounting, and contract flow and secure appropriate approvals.

Revenue Forecasting & Performance Management

· Build and maintain renewal dashboards, KPIs, and predictive forecasting models for churn risk and GRR projections.

· Monitor renewal performance against targets and drive continuous improvements in process, tooling, and efficiency.

· Provide executive-level reporting with insights, risk analysis, and mitigation plans.

Customer Lifecycle & Risk Management

· Partner with Customer Success to identify at-risk accounts early and implement structured intervention plans.

· Oversee standardized renewal engagement cadence and communications to customers.

· Influence product and service improvements based on renewal feedback, win/loss insights, and customer trends.

Leadership & Team Development

· Lead and grow a high-performing renewal management team, including Renewal Managers and Analysts.

· Develop a commercially strong, customer-facing renewal organization capable of handling complex negotiations with confidence.

· Set clear objectives, coach for performance, and foster a culture of accountability, collaboration, and customer-centricity.

Process, Systems & Tooling

· Partner with operational teams to drive automation and workflow optimization in quoting and renewal management systems to streamline renewal motions.

· Partner with Operations to enhance data accuracy, contract management, and reporting infrastructure.

· Ensure compliance with pricing policies and contractual terms.

Qualifications

Required

· 10+ years of experience in SaaS renewals, customer success, account management, or revenue operations.

· 5+ years managing renewal or recurring revenue teams in a high-growth SaaS environment.

· Proven experience negotiating customer contracts and renewal terms directly with enterprise customers.

· Strong command of SaaS financial models: GRR, NRR, churn, expansions, and forecasting.

· Demonstrated success building scalable renewal processes and exceeding retention targets.

· Experience with CRM, CPQ, and contract management systems (Salesforce preferred).

· Exceptional analytical, customer-facing negotiation, and executive communication skills.

Preferred

· Experience working with complex, multi-product SaaS portfolios.

· Ability to influence cross-functional teams and lead change initiatives.

· Bachelor’s degree required; MBA or related advanced degree a plus.

Success in This Role Looks Like

· Consistently achieving or exceeding GRR and renewal rate goals.

· Highly predictable renewal forecasting with reduced last-minute escalations.

· Successful closure of complex and strategic renewals through direct customer engagement and negotiation.

· Scalable programs and automation that materially increase efficiency.

· A motivated, high-performing team recognized internally as experts in customer retention.