The Role
The Director of Renewals will build and lead a Renewals organization, focusing on customer retention and revenue optimization through strategic leadership, operational excellence, and team development.
Summary Generated by Built In
WorkWave is seeking an experienced and high-impact Director of Renewals to build, lead, and scale a world-class Renewals organization. This individual will be responsible for owning and optimizing the global renewals motion across WorkWave’s software product lines, driving customer retention, reducing churn, and maximizing recurring revenue. This role represents a critical function in our post-sale lifecycle, enabling Sales to focus on new business while ensuring a best-in-class renewal experience for our customers.
As the leader of this newly established function, the Director of Renewals will define the vision, strategy, and operational framework needed to execute a high-volume, high-velocity renewal engine—while partnering across Sales, Customer Success, Finance, and Legal to support enterprise and SMB customer segments globally.
WHAT YOU'LL DO:
- Strategic Leadership:
- Define and execute a comprehensive global renewals strategy aligned with WorkWave’s retention and revenue objectives.
- Build and scale a centralized Renewals team, including Renewal Managers and Renewal Operations resources.
- Segment renewals motions and playbooks across high-touch (Enterprise), mid-market, and tech-touch (SMB) accounts.
- Partner with Sales and Customer Success leadership to ensure seamless customer transitions and clear ownership across the customer lifecycle.
- Operational Excellence:
- Design and implement standardized processes, tools, and playbooks to manage the full renewals lifecycle - quote generation, pricing, contract negotiation, and close.
- Establish operational cadences for forecasting, pipeline hygiene, and performance reviews.
- Collaborate with Revenue Operations and Systems teams to deploy automation and streamline workflows.
- Revenue Performance & Forecasting:
- Own forecasting accuracy for renewals and associated KPIs such as Gross Retention Rate (GRR), churn, contraction, and early renewal rate.
- Provide executive-level reporting and insights into renewal performance, risk indicators, and opportunities for upsell/cross-sell collaboration.
- Partner with Finance on revenue recognition, bookings timing, and ARR/NRR implications.
- Customer & Stakeholder Engagement:
- Collaborate with Customer Success to proactively identify risk and ensure early renewal engagement.
- Work cross-functionally with Legal and Finance to optimize contract terms and deal velocity.
- Represent the voice of the customer in internal strategic planning forums and drive improvements in the customer experience at the point of renewal.
- Team Development & Culture:
- Recruit, onboard, and coach high-performing renewal professionals.
- Foster a culture of accountability, learning, and results orientation.
- Develop scalable training programs and career paths for team growth.
WHAT YOU'LL BRING:
- Bachelor's degree required; MBA or advanced degree a plus.
- 8–10+ years of experience in SaaS renewals, account management, or customer success.
- 3–5+ years in a senior leadership role with direct responsibility for renewals or customer retention.
- Deep expertise in SaaS financial metrics including ARR, GRR, NRR, churn, CAC, and CLTV.
- Proven success managing high-volume renewals motions in both tech-touch (SMB) and high-touch (Enterprise) environments.
- Experience building or transforming a renewals function within a high-growth SaaS environment.
- Strong systems proficiency (e.g., Salesforce, Gainsight, CPQ tools) and renewal forecasting platforms.
- Advanced negotiation, influence, and executive communication skills.
- Analytical mindset with fluency in forecasting, pipeline analytics, and operational dashboards.
- Willingness to travel up to 10–15% for strategic planning and key customer engagements.
- Commutable to Holmdel, NJ headquarters preferred.
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 match
AND BEYOND...
• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community
GROW WITH US:
• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year
JOIN OUR WINNING TEAM!
• 10 Time winner of Best Place to Work in New Jersey by NJBiz!
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• Recently named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status: Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WorkWave, we are dedicated to building a diverse, inclusive and authentic workplace, so if you feel like you could make a great impact in this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles!
WorkWave supports salary transparency, however please note that salary estimates provided by websites (LinkedIn, Glassdoor, etc.) and not by WorkWave may not accurately reflect the actual salary range for the position.
Top Skills
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Gainsight
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The Company
What We Do
WorkWave empowers service-oriented companies to reach their full potential through scalable, cloud-based software solutions that support every stage of their business life-cycle.
At WorkWave, we think about business the way you do. We know that for service-oriented companies, there are many steps of your business journey - from signing new customers, delivering service in the field, to invoicing, and everything in between. We also know that gaining new customers requires even more: brand awareness, digital marketing and lead generation.
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