Manager of Customer Renewals

The Manager of Customer Renewals leads a team of Renewal Managers responsible for achieving monthly, quarterly, and annual retention and renewal targets. This leader combines hands-on coaching with strong commercial judgment, ensuring the team engages customers early, manages risk proactively, negotiates effectively, and maintains an accurate forecast. The role partners closely with Customer Success and Account Management to build coordinated account strategies. Payscale offers a remote-first model.

Responsibilities

Coach and develop Renewal Managers through one-on-ones, call reviews, and deal reviews; Establish clear expectations for results, account planning, customer engagement, and follow-through; Hire, onboard, and develop team members while managing portfolio assignments and workload; Own the team's performance against revenue retention, renewal completion, and other assigned commercial targets; Ensure renewal planning and customer engagement begin well ahead of contract expiration and notice deadlines; Coach the team to uncover reasons behind cancellation, contraction, and shorter-term requests; Lead complex negotiations and customer escalations; Ensure agreements, approvals, signatures, and booking documentation are complete and accurate; Make contract duration a consistent part of renewal discovery and negotiation; Balance retention, pricing, contract length, and payment terms when evaluating renewal options; Inspect renewal term trends, including weighted average term length; Partner with Account Management on expansion opportunities identified during renewal conversations; Own the team's renewal forecast and run regular pipeline and risk reviews; Maintain accurate Salesforce records; Report performance trends and forecast changes to leadership; Analyze results by rep, customer segment, and renewal timing; Partner with Customer Success on renewal planning; Work with Finance, Legal, Deal Desk, and Operations to resolve contractual or process barriers; Improve renewal workflows, playbooks, and reporting

Requirements

3+ years of experience in SaaS renewals, account management, customer success, or a related commercial role; Experience managing or formally leading a customer-facing team, with demonstrated ability to coach performance and develop talent; A track record of meeting retention or revenue goals and managing customer negotiations; Strong commercial judgment, including experience evaluating pricing, contract duration, concessions, and customer risk; Experience managing pipelines and forecasts, with the ability to explain changes and translate data into action; Proficiency with Salesforce or a comparable CRM, with a strong commitment to accurate records and consistent processes; Clear communication and problem-solving skills, including the ability to navigate escalations and coordinate across functions; Strong organizational skills and the ability to manage competing priorities across a portfolio of renewals

Nice to have

Experience negotiating multi-year SaaS agreements; Experience improving renewal processes

Benefits

Flexible paid time off; 14 paid company holidays, including 2 floating holidays; Comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale; Unlimited infertility coverage benefits through medical plans; Supplemental health benefits; 401(k) retirement program with fully vested immediate company match; 16 weeks of paid parental leave for birthing and non-birthing parents; Health Savings Account (HSA) options with company contributions each pay period; Flexible Spending Account (FSA) options; Annual remote work stipend for wellness or home office equipment; Monthly company All Hands meetings; Access to continued learning and development opportunities; Company sponsored volunteer hours; Employee Resource Groups