Senior Renewals Manager

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point of sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a diverse range of industries, including theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks — to name a few.

At the heart of ROLLER is our team, which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey! 

We’re excited to share that we are hiring a Senior Renewals Manager in Austin, Texas. This is a hybrid role requiring 3 days a week in the office. This role will be foundational in driving customer retention, maximizing subscription value, and ensuring healthy account relationships through a best-in-class renewals process.

You’ll have the opportunity to oversee our global renewals operations, working cross-functionally to design repeatable processes, reduce churn, and enhance the customer lifecycle. If you're a strategic thinker who enjoys building structure and value in a fast-paced SaaS environment, this is your chance to leave your mark.

• Renewals Strategy & Execution:  Oversee a comprehensive global renewals strategy to optimize subscription retention, increase lifetime value, and reduce churn.  Proactive, early-engagement campaigns to ensure seamless renewals and minimize last-minute risk.
• Process Optimization & Playbook Development:  Build scalable, repeatable workflows for renewal execution, including outreach cadence, negotiation tactics, and approval flows. Create documentation, templates, and training materials to ensure consistency and prepare the team for scale.
• Forecasting & Reporting:  Own and maintain accurate renewal forecasts across the customer base. Monitor and report on key performance indicators (KPIs) such as Gross Renewal Rate (GRR), Net Revenue Retention (NRR), time-to-renewal, and churn risk insights.
• Cross-functional Collaboration:  Partner closely with Customer Success, Sales, Finance, and Legal to manage complex renewal deals, pricing approvals, and contractual requirements. Collaborate with Finance and Ops to align on billing cycles, payment terms, and revenue recognition.
• Pricing & Commercial Negotiation:  Confidently communicate pricing increases, new packaging, and terms to customers. Handle negotiations with professionalism and strategic alignment to business goals.
• Customer Segmentation & Risk Mitigation:  Develop tailored renewal motions based on account size, lifecycle stage, or customer health. Identify and engage with at-risk accounts early, in collaboration with the Customer Success team, to create recovery plans.
• Advocacy & Expansion Alignment: Identify and surface upsell or cross-sell opportunities and coordinate with Account Managers and Sales to drive expansion. Promote customer advocacy through success stories of renewals and long-term partnership positioning.

• Bachelor's degree in Business, Marketing, or a related field.
• You bring 5+ years of experience in a renewals or customer success role within the SaaS industry.
• You’re located in Austin, Texas, and comfortable working in the office three days a week.
• Proven experience in a renewals-focused role within the SaaS industry.
• Strong analytical and strategic thinking skills, with a keen understanding of customer behavior and market dynamics.
• Comfortable with pricing strategies and negotiations.
• Process-driven mindset with the ability to optimize workflows for efficiency.
• Exceptional communication and relationship-building skills.

• You'll get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
• 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate)
• Engage in our 'Vibe Tribe' - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns...you name it. We're willing to make it happen!
• Team Member Assistance Program to proactively support our team's health and well-being - access to coaching, education modules, weekly webinars, and more.
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
• 401(k) plan, as well as health insurance.
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do!
• Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

1. Initial call with our Talent Acquisition Manager
   You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
2. Interview with the Hiring Manager
   You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
3. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
4. Offer
   If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!
   

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment