Senior Director, Renewal Management

Description

Sprout Social is looking to hire a Senior Director, Renewal Management for the Sales & Customer Experience team.

Why join Sprout’s Sales & Customer Experience team?

Joining the Sales and Customer Experience team is an opportunity to accelerate your career. We’re a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world ​​including General Mills, Make-a-wish Foundation, Honda and Edelman. And the real kicker? You get to design your own career and follow the path that’s best for you. Wherever you want to go, we’re committed to helping you get there.  

What you’ll do

• Lead the strategy to optimize renewal rates, reduce churn, and identify expansion opportunities.
• Manage and grow a team of Renewal Managers, providing strategic direction, coaching, and performance accountability.
• Work closely with Sales, Customer Success, Finance, and Revenue Operations to refine renewals playbooks, streamline processes, and improve forecasting accuracy.
• Own renewals pipeline visibility, forecasting, and performance reporting, ensuring data-driven decision-making.
• Establish best practices, systems, and tools to enhance renewals efficiency and customer retention.
• Leverage data insights and customer engagement to proactively address risks, strengthen relationships, and drive contract expansions.
• Continuously refine Renewal strategies to maximize Retention.
• Provide accurate forecasting to the Head of Customer Success.

What you’ll bring

We are seeking a Senior Director of Renewals to lead our renewals strategy, drive retention, and maximize account growth opportunities. This senior leader will oversee a high-performing renewals team, partnering closely with Customer Success, Sales, and Finance to ensure seamless customer experiences, strong retention metrics, and optimized contract expansion strategies. The ideal candidate is passionate about customer success and executing a renewal process designed to increase the client experience.

The minimum qualifications for this role include:

• 10+ years of experience in renewals or customer success with at least 5+ years in a leadership role.
• Proven track record of leading high-performing teams and driving strong renewal and retention results.
• SaaS experience within a high-growth, subscription-based business.
• Expertise in forecasting, pipeline management, and contract negotiation.
• Experience working cross-functionally to align on customer strategy and process improvements.

Preferred qualifications for this role include:

• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Deep understanding of revenue retention strategies, expansion motions, and renewal sales best practices.
• Proficiency in CRM tools like Salesforce and data analytics platforms.
• Passion for customer success and the ability to drive a culture of excellence, collaboration, and continuous improvement.

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
• Partner with the Head of Customer Experience to define key success metrics for your role and how you will measure against them.
• Begin developing familiarity with our business, platform, and applications, as well as our company’s key metrics.
• Meeting with key stakeholders across Sales, Customer Success, Finance, and Revenue Operations to align on current renewal processes, challenges, and opportunities.
• Reviewing existing renewals data, forecasting methodologies, and team performance metrics to establish a baseline for improvement.
• Building relationships with your direct team members, understanding their roles, strengths, and key focus areas.

Within 3 months, you’ll start hitting your stride by:

• Defining and implementing a strategic plan to optimize retention, renewals efficiency, and expansion opportunities.
• Establishing key performance indicators (KPIs) and success metrics for the Renewals team, ensuring alignment with broader company goals.
• Identifying process gaps and recommending enhancements for more effective renewals forecasting, reporting, and execution.
• Enhancing collaboration between Renewals, Customer Success, and Sales to drive a seamless custom