The Renewals Manager is responsible for leading and developing a team of Renewal Specialists and Senior Renewal Specialists to protect and grow recurring revenue through the successful execution of maintenance and subscription renewals.
This role drives operational rigor, forecasting accuracy, and renewal rate performance across assigned segments, ensuring the team operates with consistency, accountability, and scalable execution. The Renewals Manager owns team performance, pipeline health, renewal strategy alignment, and cross-functional coordination.
Serving as a strategic partner to Sales and Customer Success leadership, the Renewals Manager builds a high-performing team that minimizes churn, mitigates renewal risk, and maximizes customer retention and expansion opportunities.
This is a player/coach role. The Renewals Manager is expected to allocate approximately 60-70% of time to directly supporting strategic Client Directors and complex accounts at a Senior COS level, while dedicating 30-40% to people leadership, team development, and operational governance responsibilities.
Key Outcomes & Success Metrics
Achieve and exceed renewal rate and retention targets
Reduce churn and revenue erosion across assigned segments
Maintain accurate and predictable renewal forecasting
Ensure pipeline hygiene and Salesforce data integrity
Improve team productivity, consistency, and execution quality
Effectively manage and reduce high-risk renewal exposure
Develop and retain high-performing renewal talent
Key Responsibilities
Lead, coach, and develop a team of Renewal Specialists and Senior Renewal Specialists
Establish clear performance expectations aligned to revenue retention and forecasting goals
Conduct performance reviews and provide ongoing coaching and feedback
Develop career progression pathways from Renewal Specialist to Senior Renewal Specialist
Hire, onboard, and train new team members
Manage workload distribution, account assignments, and PTO coverage planning
Foster a culture of accountability, collaboration, and continuous improvement
Identify skill gaps and implement targeted training and development initiatives
Support succession planning and promotable talent development Hire, onboard, and train new team members
Ensure adherence to renewal lifecycle best practices, including proactive engagement timelines (90–120 days pre-expiration)
Drive Salesforce data integrity, documentation standards, and forecasting discipline
Monitor pipeline health, renewal risk, and execution quality across the team
Standardize renewal workflows, quoting practices, and operational processes
Ensure pricing, quoting, and contract structures align with company policies and approval frameworks
Identify systemic inefficiencies and lead process improvement initiatives
Partner with leadership on scalable renewal strategies, tools, and system enhancements
Reduce operational errors, missed renewals, and revenue leakage
Own renewal forecasting accuracy and pipeline visibility across assigned segments
Lead regular pipeline review cadence with team members and cross-functional stakeholders
Identify and proactively mitigate renewal risk, including customer dissatisfaction, competitive threats, or pricing challenges
Establish consistent renewal strategy frameworks for high-value and complex accounts
Ensure disciplined pipeline validation and alignment with Sales and Customer Success
Escalate systemic risks and trends to Director-level leadership with actionable recommendations
Act as a strategic partner to Sales and Customer Success leadership to align on retention and growth strategies
Support complex and high-risk renewal negotiations, including pricing strategy and contract structuring
Own high-impact escalations, coordinating resolution across Finance, Procurement, Order Management, Legal, and AR/AP
Reinforce pricing discipline, approval processes, and margin protection standards
Align stakeholders on renewal timelines, quarter-end readiness, and execution priorities
Model best practices in customer communication, negotiation, and risk mitigation
Provide transactional support during peak periods while maintaining leadership accountability
Drive development and adoption of renewal playbooks, tools, and best practices
Partner with leadership to enhance renewal strategy, reporting, and analytics capabilities
Promote a data-driven approach to renewal planning and execution
Ensure team is current on product offerings, pricing models, OEM programs, and industry trends
Champion operational excellence and continuous improvement across the renewal function
People Leadership & Team Development
Operational Governance & Execution Excellence
Renewal Strategy, Forecasting & Risk Management
Sales Support & Cross-Functional Leadership
In this player/coach role, the Renewals Manager supports complex renewals while ensuring alignment and execution across the team.
Continuous Improvement & Team Enablement
Education and Experience
Bachelor’s degree preferred (or equivalent experience)
5–8+ years of experience in Renewals, Sales Operations, Customer Operations, or similar
1–3+ years of people management or team leadership experience preferred
Strong experience in technology, including OEM maintenance, software, SaaS, or subscription models
Proven experience managing complex, high-value, or at-risk renewals
Knowledge, Skills, Abilities
Proven leadership and coaching capability in a performance-driven environment
Deep understanding of the renewal lifecycle, retention strategies, and subscription business models
Strong financial and commercial acumen, including pricing and margin considerations
Advanced Salesforce proficiency and pipeline management expertise
Strong forecasting and analytical skills
Ability to influence cross-functional stakeholders without direct authority
Excellent communication and executive presence
Strong problem-solving and process improvement mindset
High level of accountability, organization, and attention to detail
Ability to operate effectively in fast-paced, high-volume environments
What We Do
AHEAD builds platforms for digital business. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.
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