The Role
Manage and improve private equity portfolio company renewal operations, including forecasting, customer communications, project tracking, renewal playbooks, segmentation, workflows, escalation paths, and process optimization. Analyze churn, delays, customer feedback, and operational friction to improve retention, reduce manual effort, and increase expansion revenue. Partner with Sales, Customer Success, Finance, Legal, Operations, and Product while enhancing Salesforce and related renewal processes.
Summary Generated by Built In
What You'll Do
· Drive accuracy in the renewal forecast.
· Develop PE Portfolio Solutions renewal playbooks, segmentation, workflows, templates, and escalation paths to create consistent customer experience across account sizes and renewal types.
· Continuously improve the renewal process by analyzing losses, delays, customer feedback, and operational friction, then translating insights into measurable improvements.
· Support VP of PE Portfolio Solutions by augmenting the workflow and processes within Salesforce, our platform, etc., driving improvements and streamlining materials and practices.
Required Qualifications
· 3–4+ years of experience in SaaS, software renewals, account management, customer success, sales, or a closely related commercial role.
· Proven experience directly managing a renewals motion with accountability for retention, renewal execution, or recurring revenue outcomes.
· Experience working in or closely with a Sales team, with strong commercial judgment and the ability to identify and advance expansion opportunities.
· Strong customer communication and negotiation skills, including the ability to lead proactive midterm and renewal conversations.
· Demonstrated ability to manage a portfolio of renewals with disciplined forecasting, prioritization, follow-up, and attention to detail.
· Comfortable using CRM and automation tools to manage workflows, reporting, customer communication, and renewal visibility.
· Strong cross-functional collaboration skills and a bias toward ownership, process improvement, and measurable commercial results.
Preferred Qualifications
· Experience building or improving renewal segmentation, playbooks, automated renewal workflows, or digital/self-service renewal motions.
· Familiarity with Private Equity and Portfolio Companies
· Experience with contract lifecycle management, e-signature, quoting, billing, or subscription management tools.
· Track record of improving retention metrics or generating expansion revenue through renewals.
· Comfort using data to identify churn risk, prioritize accounts, and improve renewal performance.
· Experience partnering with Customer Success, Finance, Legal, Operations, and Product teams in addition to Sales.
· Drive accuracy in the renewal forecast.
- Provide Project Management for status updates (planning and agenda for calls), and tracking and analysis of data for PE Portfolio Companies in aggregate
- Own regular cadence of communication with customers for tracking and alignment, not simply case management.
· Develop PE Portfolio Solutions renewal playbooks, segmentation, workflows, templates, and escalation paths to create consistent customer experience across account sizes and renewal types.
· Continuously improve the renewal process by analyzing losses, delays, customer feedback, and operational friction, then translating insights into measurable improvements.
· Support VP of PE Portfolio Solutions by augmenting the workflow and processes within Salesforce, our platform, etc., driving improvements and streamlining materials and practices.
Required Qualifications
· 3–4+ years of experience in SaaS, software renewals, account management, customer success, sales, or a closely related commercial role.
· Proven experience directly managing a renewals motion with accountability for retention, renewal execution, or recurring revenue outcomes.
· Experience working in or closely with a Sales team, with strong commercial judgment and the ability to identify and advance expansion opportunities.
· Strong customer communication and negotiation skills, including the ability to lead proactive midterm and renewal conversations.
· Demonstrated ability to manage a portfolio of renewals with disciplined forecasting, prioritization, follow-up, and attention to detail.
· Comfortable using CRM and automation tools to manage workflows, reporting, customer communication, and renewal visibility.
· Strong cross-functional collaboration skills and a bias toward ownership, process improvement, and measurable commercial results.
Preferred Qualifications
· Experience building or improving renewal segmentation, playbooks, automated renewal workflows, or digital/self-service renewal motions.
· Familiarity with Private Equity and Portfolio Companies
· Experience with contract lifecycle management, e-signature, quoting, billing, or subscription management tools.
· Track record of improving retention metrics or generating expansion revenue through renewals.
· Comfort using data to identify churn risk, prioritize accounts, and improve renewal performance.
· Experience partnering with Customer Success, Finance, Legal, Operations, and Product teams in addition to Sales.
Skills Required
- 3-4+ years of experience in SaaS, software renewals, account management, customer success, sales, or a closely related commercial role
- Experience directly managing a renewals motion with accountability for retention, renewal execution, or recurring revenue outcomes
- Experience working in or closely with a Sales team
- Strong commercial judgment and ability to identify and advance expansion opportunities
- Strong customer communication and negotiation skills
- Ability to lead proactive midterm and renewal conversations
- Experience managing a portfolio of renewals with disciplined forecasting, prioritization, follow-up, and attention to detail
- Comfort using CRM and automation tools for workflows, reporting, customer communication, and renewal visibility
- Strong cross-functional collaboration skills
- Ownership, process improvement, and measurable commercial results orientation
- Experience building or improving renewal segmentation, playbooks, automated renewal workflows, or digital/self-service renewal motions
- Familiarity with private equity and portfolio companies
- Experience with contract lifecycle management, e-signature, quoting, billing, or subscription management tools
- Track record of improving retention metrics or generating expansion revenue through renewals
- Comfort using data to identify churn risk, prioritize accounts, and improve renewal performance
- Experience partnering with Customer Success, Finance, Legal, Operations, and Product teams in addition to Sales
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The Company
What We Do
Drawbridge is a premier provider of cybersecurity software and solutions to the alternative investment and wealth management industry. Its proprietary platform helps firms manage their governance, risk, and compliance (GRC) requirements while combatting sophisticated cyber threats and third-party risks. Drawbridge's platform connects business, compliance, and IT to empower firms to centralize and manage their most robust security programs, improve their risk profile and raise institutional capital. With a tested team focused on value delivery and an 800+ strong customer base, Drawbridge offers unmatched customer service and flexibility to help businesses proactively manage vulnerabilities, plan for growth, and reduce complexity.
