Director of Renewals & Customer Success

About Us

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Our opportunity:

We are seeking a highly motivated and results-driven Renewal Leader who views Customer Success as the ultimate engine for retention. Based in London and joining our EMEA and India team, you are an experienced professional who understands that a contract renewal isn't a single point in time, but the natural outcome of a continuous, high-value success strategy. You will lead our team in ensuring that every customer journey is defined by realized value, proactive engagement, and a deep-seated partnership that makes staying with us the easiest decision our clients make all year.

The successful candidate will be an expert in managing enterprise accounts, navigating complex SaaS renewals, and mitigating risk through proactive engagement. This role is critical in maximizing customer retention and ensuring our clients achieve the business outcomes they were promised.

Who you’ll report to:

This role will report to the VP, Customer Retention

Location: 

Hybrid role with regular onsite workdays in our London, UK office

You will make an impact by being responsible for:

Team Leadership & Renewal Strategy

• Lead & Mentor: Managing a team of renewal specialists, providing coaching on both commercial negotiation and Customer Success best practices to drive performance across EMEA and India
• Executive Alignment: Establishing "Executive Sponsor" programs, connecting our leadership with key stakeholders at our largest client accounts to ensure alignment at the C-suite level
• The "Player-Coach" Approach: Actively managing high-value enterprise accounts, leading negotiations while ensuring the Success Plan is aligned with the commercial contract
• Retention Culture: Driving a culture of accountability where the team balances customer satisfaction with company revenue objectives, effectively minimizing churn

Customer Success & Relationship Building

• Strategic Partnership: Developing and nurturing strong relationships with key stakeholders. Acting as a trusted advisor who understands customer pain points and aligns our solutions to their specific business goals
• Success Integration: Ensuring renewals are not "one-off" events by integrating renewal milestones into the broader Customer Success Lifecycle
• Lifecycle Mapping: Mapping the "Success Path" for customers, identifying the specific milestones (e.g., first integration, 50% seat adoption) that correlate most strongly with long-term retention
• Risk Mitigation: Identifying "at-risk" accounts early by monitoring product adoption and health metrics, leading "Get Well" plans to restore customer confidence

Collaboration & Executive Presence

• Cross-functional Alignment: Working closely with Sales and CSM leaders to align renewal strategies with overall account plans and expansion opportunities
• Executive Influence: Presenting renewal strategies and performance insights to senior leadership. Using data-driven storytelling to highlight opportunities, risks, and strategies for long-term growth
• Operational Synergy: Partnering with Finance, Legal, and Ops to ensure the "quote-to-cash" process is seamless for the customer

Process Improvement

• Scalable Frameworks: Refining the renewal process to be more efficient and consistent across the region, incorporating CS automation and health-scoring tools
• Continuous Learning: Fostering an environment where the team stays ahead of industry trends, evolving customer needs, and the latest CS methodologies

You will be a great fit if you have: 

• SaaS Professional: Extensive experience in Renewal Management, Customer Success, or Account Management, with a heavy focus on B2B SaaS Enterprise accounts
• Regional Expertise: Proven track record managing complex accounts and multi-million dollar portfolios within the EMEA and India markets
• Change Management: Proven ability to lead customers through organizational changes, mergers, or technical migrations without losing momentum
• Success Mindset: Experience using Customer Success platforms (e.g., Gainsight, Salesforce) to track health scores and engagement
• Negotiation Mastery: Expert-level skills in deal structuring, contract negotiation, and objection handling
• Leadership: Prior experience leading high-performing teams in a fast-paced, high-growth environment
• Deep understanding of Net Retention Rate (NRR) and the mechanics of SaaS expansion.
• Experience in "high-touch" enterprise environments where renewals involve multiple technical and business stakeholders

You excel in these key competencies: 

• Executive Communication & Influence
  Ability to engage, align, and persuade C-suite stakeholders and internal leaders through clear, confident, and data-driven communication—especially in high-stakes renewal and risk conversations
• Customer-Centric Strategic Thinking
  Seeing renewals as the outcome of a long-term value journey; consistently translating customer business goals, adoption signals, and success milestones into proactive retention strategies
• Leadership, Coaching & Accountability
  Inspiring and developing a geographically distributed team through mentorship, performance coaching, and clear expectations, while fostering a culture that balances customer advocacy with commercial rigor
• Relationship Building & Trust Creation
  Establishing credibility as a trusted advisor by deeply understanding customer pain points, navigating complex stakeholder dynamics, and building long-term partnerships rather than transactional engagements
• Change Leadership & Resilience
  Guiding both customers and internal teams through change—organizational shifts, renewal risk, negotiations, or process evolution—while remaining calm, adaptive, and solution-oriented under pressure

Ready to Revolutionize Work? Join Us.

This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere.  Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.

Job Segment OR Key Words: SaaS, NRR, Automation, APA, Renewal Management, Customer Success, Leadership, B2B Software Solutions

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