Innovation Starts With You.
Renewal Manager
Full time - Permanent Position
Saint John, NB / On-Site.
Job Role:
As a Renewal Manager, you will play a critical role in the customer journey, ensuring strong customer retention and seamless subscription renewals. Reporting to the Program Manager – Renewals Team, you will manage relationships with a portfolio of customers, focusing on renewing software agreements, minimizing churn, and identifying opportunities for growth. This role requires a proactive and results-driven individual who can balance strategic customer interactions with the execution of renewal processes.
Responsibilities:
- Drive customer retention by managing subscription renewals with a focus on maximizing gross retention rates and minimizing churn.
- Develop and maintain strong customer relationships, acting as a trusted advisor to align their business goals with renewal strategies.
- Identify customer risks and coordinate mitigation strategies to ensure renewals are completed successfully.
- Collaborate with internal teams, including Sales and Customer Success to create and execute renewal strategies that drive predictable and efficient outcomes.
- Evaluate customer license usage, complete true-up requirements, and ensure renewal quotes accurately reflect customer needs.
- Manage renewal processes with precision, including liaising with customers to secure purchase orders and complete necessary deal approvals.
- Leverage customer analytics and metrics to inform renewal strategies and identify opportunities for upsell or cross-sell.
- Strong documentation skills will be required.
Qualifications:
- Proven experience in driving predictable renewals throughout the lifecycle and meeting or exceeding retention targets in a B2B SaaS or subscription-based environment.
- Demonstrated success in managing customer relationships in roles such as Renewals Manager, Customer Success Manager, or equivalent.
- Strong understanding of subscription go-to-market (GTM) approaches for customer success and renewals.
- Effective communicator with strong interpersonal, negotiation, and presentation skills.
- Self-motivated and results-oriented, with a focus on delivering exceptional customer outcomes.
- Preferred Skills and Experience:
- Experience working with technical products, particularly within DevOps, software development lifecycle, or application development environments.
- Familiarity with Salesforce or other CRM tools for managing customer data and tracking renewal performance. Accurate Salesforce entries will be essential.
- Ability to identify customer risks and growth opportunities, delivering strategic recommendations to internal stakeholders.
- A proactive mindset, with the ability to balance strategic and operational responsibilities effectively.
About Us
For more than 40 years, CGS has empowered global enterprises to drive breakthrough performance through innovative business applications, enterprise learning and outsourcing. CGS Immersive® is an innovation lab and training transformation engine modernizing training programs and delivering immersive experiences tailored to meet the evolving needs of organizations across industries.
Learn more about CGS Inc® and CGS Immersive® in our websites:
https://cgsinc.com/en
https://cgsimmersive.com/
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Skills Required
- Proven experience driving predictable renewals and meeting retention targets in a B2B SaaS or subscription environment
- Demonstrated success managing customer relationships (e.g., Renewals Manager, Customer Success Manager)
- Strong understanding of subscription go-to-market (GTM) approaches for customer success and renewals
- Effective communicator with strong interpersonal, negotiation, and presentation skills
- Self-motivated and results-oriented with focus on delivering exceptional customer outcomes
- Strong documentation skills
- Experience with technical products, especially in DevOps or software development lifecycle
- Familiarity with Salesforce or other CRM tools and maintaining accurate CRM entries
- Ability to identify customer risks and growth opportunities and provide strategic recommendations
- Proactive mindset able to balance strategic and operational responsibilities
What We Do
Transformation isn’t a buzzword — it’s our blueprint. CGS Immersive helps forward-thinking companies reimagine workforce learning as a true growth engine. We combine strategy, immersive technology, and tailored content to drive performance from onboarding to leadership. -Your goals, our roadmap: We build solutions aligned to business outcomes—compliance, culture, upskilling, customer experience ,and more. Every engagement is co-created for real impact—moving teams beyond memorization to mastery and real behavior change. -Roleplay, practice, and readiness: Our Cicero platform integrates lifelike, unscripted roleplay, 24/7 AI coaching, adaptive assessments, mixed reality, and kiosk experiences. Teams sharpen skills for every challenge, from sales to compliance interviews to high-stakes field scenarios, with instant, actionable feedback. -Tech that powers real work: With TeamworkAR, learning is truly on the job—digital twins, step-by-step immersive instructions, collaboration tools, and contextual expertise make growth continuous and trackable, right in the flow of work. -Proof, not promises: Our clients achieve 53% faster onboarding, an average of $5M+ in annual savings, 15–17% sales uplift, and up to a 94% boost in employee confidence. Dashboards show measurable gains in engagement, retention, compliance, and KPIs that matter at every level. -Trust, insights, and security: Enterprise-grade security, seamless analytics, and deep integration come standard—giving leaders real-time visibility from the frontline to the executive team. Trusted by industry leaders like Microsoft, Medtronic, McDonald’s, Maersk, and more, CGS Immersive are the architects for learning’s next chapter. If you’re building for tomorrow — let’s get to work. www.cgsimmersive.com
