[US] Director of Renewals & Customer Retention

About the Role

Key Responsibilities

• Architect the company's first standardized renewal process, including stages, definitions, playbooks, and governance.
• Establish policies for auto-renewals, negotiated renewals, multi-year agreements, and downsell prevention strategies.
• Partner with Customer Success, Sales, and Finance to align renewal and downsell mitigation with customer lifecycle management.
• Own and drive all renewal motions, ensuring timely execution of contracts and minimizing churn.
• Build and manage a pipeline of upcoming renewals, with clear forecasting across best case, most likely, commit, and closed stages.
• Implement downsell prevention frameworks such as early warning signals, usage/health score triggers, and recovery playbooks.
• Partner with Customer Success Managers and Product teams to identify at-risk applications within multi-product accounts.
• Develop playbooks for module-level save motions, including adoption campaigns, usage reviews, and executive re-engagement.
• Track and report downsell impact separately from churn to create visibility into retention health at both customer and application levels.
• Collaborate with Marketing and Enablement to provide customers with resources that reinforce application value.
• Serve as an escalation point for at-risk renewals and downsells, working with executives and stakeholders to resolve blockers.
• Align with Legal on contract language, guardrails, and concession management.
• Lead renewal and downsell pipeline reviews with executives and Customer Success teams.
• Hire, train, and lead a small but high-performing renewals team as the function scales.
• Deploy tools (e.g., Salesforce, Gainsight, HubSpot) and dashboards to operationalize renewals and downsell tracking.
• Create an early-warning reporting dashboard for at-risk modules and accounts.

Requirements

• 7+ years of experience in customer success, renewals, revenue operations, or account management with 3+ years in leadership roles.
• Proven track record of building scalable processes from the ground up in high-growth B2B SaaS environments ($50M+ ARR preferred).
• Experience managing multi-product customer accounts and complex renewal scenarios with demonstrated impact on net revenue retention.
• Proficiency with CRM platforms (Salesforce preferred), customer success tools (Gainsight, HubSpot), and creating executive-level dashboards.
• Strong analytical skills with experience in SaaS metrics, forecasting, pipeline management, and revenue operations.
• Cross-functional leadership experience collaborating with C-level executives, Legal, Finance, Sales, and Customer Success teams.
• Process design expertise with ability to create playbooks, governance frameworks, and change management initiatives.
• Team building capabilities with experience hiring, training, and scaling high-performing teams.
• Bachelor's degree in Business, Finance, or related field (MBA preferred).

Nice to Have

• Experience in high-growth SaaS companies with $50M+ ARR.
• MBA or advanced degree in Business or Finance.

Benefits & Perks

• Annual bonus programs.
• Regular team-building events and off-cycle reviews.
• Engaging team activities including happy hours and virtual events.
• Participation in Employee Networks like Respect for Diversity and Sustainability Groups.