Manager, Digital Renewals

Job Description

What We Do:

Our Renewals team secures and protects our customer renewal base and at the same time looks for growth opportunities. A key fixture of our renewals team is the work our Renewals team members do to understand a customer’s contract, work creatively to provide solutions, and ultimately help customers' business’ renew successfully and on time.

Manager, Digital Renewals will lead a team of Renewal Representatives who focus on customer retention and contract renewals, especially in the digital or online segment. 

Key Responsibilities:

• Team Leadership: Managing, coaching, and developing Renewal Reps to achieve goals related to gross revenue retention (GRR), long-term renewals, and upsell opportunities.

• Renewal Process Management: Overseeing the entire renewal cycle for a portfolio of customers, including forecasting, quoting, negotiation, and contract closure.

• Driving Digital Strategies: Building and implementing digital strategies to manage customer relationships, enhance satisfaction, and drive product adoption at scale.

• Data Analysis & Forecasting: Utilizing customer data and insights to predict renewals, identify churn risks, and develop risk mitigation strategies.

• Cross-Functional Collaboration: Partnering with Sales, Customer Success, Legal, Product, and Finance teams to align on strategies, optimize processes, and address customer concerns.

• Process Improvement: Developing and implementing scalable processes to improve the efficiency and effectiveness of the renewal motion.

• Escalation Management: Serving as a point of escalation for complex renewal scenarios, including pricing objections and churn risk.

• Reporting & Performance Tracking: Monitoring and reporting on key renewal performance metrics like renewal rate and churn rate. 

Essential Skills and Qualifications:

• Experience: 8+ years of experience in a customer-facing SaaS role (e.g., Renewals, Customer Success, Account Management, Sales) is required. People management or team lead experience is mandatory.

• Domain Expertise: A strong understanding of subscription models, renewal workflows, customer lifecycle stages.  Preference for candidates with strong Zendesk products and services knowledge and experience.

• Customer Relationship Management: Exceptional communication and interpersonal skills to build rapport with customers and navigate difficult conversations.

• Negotiation Skills: Strong negotiation abilities to maximize contract value and resolve objections during the renewal process.

• Analytical Skills: The ability to analyze customer data, forecast trends, and make data-driven decisions.

• Operational and AI first Mindset: A focus on process improvement and scaling operations using AI and Automation.

• Technical Acumen: Understanding the technology behind the product/service is beneficial for communication and problem-solving.

• CRM and Customer Success Platform Proficiency: Experience with tools like Salesforce, Gainsight, Clari and Zendesk.

The US annualized OTE (On Target Earnings) range for this position is $149,000.00-$223,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk belie