Director, Renewals

WorkWave is seeking a dynamic and experienced Director of Renewals to lead and scale our renewals function. This role is critical in driving customer retention, minimizing churn, and maximizing recurring revenue for business. You will partner closely with Customer Success, Sales, Finance, and Legal teams to streamline renewals processes, improve forecasting accuracy, and ensure a frictionless customer experience at the point of renewal.

WHAT YOU'LL DO:

• Strategic Leadership: Develop and execute the overall renewals strategy to support company revenue and retention goals.
• Team Management: Build, lead, and mentor a team of Renewal Managers or Specialists to drive performance and accountability.
• Customer Retention: Own the end-to-end renewal lifecycle, proactively engaging customers and identifying expansion or risk opportunities.
• Revenue Forecasting: Maintain accurate renewal forecasts and provide insights into retention trends and risk factors.
• Process Optimization: Create scalable processes, tools, and playbooks for managing renewals effectively and consistently.
• Cross-Functional Collaboration: Work closely with Sales, Customer Success, and Finance to align on renewal terms, pricing, and contract management.
• Reporting and Analytics: Develop KPIs and dashboards to track renewal rates, churn, contraction, and upsell performance.
• Customer Advocacy: Serve as a voice of the customer in internal discussions to drive continuous improvement in product and service.

WHAT YOU'LL BRING:

• 8–10+ years of experience in SaaS customer success, renewals, or account management roles.
• 3–5+ years in a leadership position managing renewals or customer retention teams.
• Deep understanding of SaaS metrics (e.g., ARR, churn, CAC).
• Experience with CRM tools such as Salesforce, Gainsight, or similar.
• Strong negotiation, communication, and customer relationship skills.
• Data-driven mindset with experience in forecasting and analytics.
• Proven track record of meeting or exceeding retention goals.
• Bachelor’s degree required; MBA or related advanced degree is a plus.
• Experience at a high-growth SaaS company.
• Experience with high velocity and enterprise customer models
• Experience working with cross-functional global teams.
• Must be commutable to Holmdel, NJ headquarters.

WHAT YOU SHOULD KNOW ABOUT US:  • We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses• We openly accept others as they are and build strong partnerships based on trust• Teamwork and collaboration is key to help our colleagues and customers solve their challenges• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us! 
LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT: • Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration. No matter what stage of your career or where you live, WorkWave is your place to be part of a global company with a startup feel, where your ideas matter and your growth is a priority. 
A GLOBAL COMPANY WITH A LOCAL PRESENCE: • We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired. Our teams are well versed at working collaboratively in a fully virtual environment.   • Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming. • We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.  • Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other. RELAX, WE'VE GOT YOU COVERED: • Employees can expect a robust benefits package, including health and dental and 401k with company matchAND