Director, Renewals

Role Overview

The Director, Renewals is a senior leadership position within the Customer Success and Growth division, primarily accountable for guiding a team focused on safeguarding and expanding revenue in a designated region. This leader crafts and implements the renewal strategies and forecasts client attrition risks, collaborating closely with Sales and Customer Success leadership.

Key Responsibilities

• Oversee and mentor a team of renewal specialists dedicated to revenue retention and growth.
• Forge strong partnerships with executive-level stakeholders to influence policies, close gaps, and proactively resolve issues.
• Engage in key client meetings and mobilize cross-functional support when necessary.
• Serve as a strategic advisor to Sales and Customer Success executives within the territory.
• Conduct regular training and mentoring to enhance team performance.
• Establish ongoing communication routines with leadership including monthly leadership meetings and weekly renewal forecast sessions.
• Develop best practices for contract renewals and ensure their adoption across the team.
• Meet or exceed targets related to attrition reduction and revenue uplift.
• Implement negotiation tactics aimed at maximizing contract value while maintaining customer trust.
• Identify and pursue account growth opportunities during renewal cycles.
• Manage end-to-end renewals processes collaboratively with internal stakeholders including Competitive Intelligence, Pricing, and Product Management.
• Ensure timely identification of customer needs, proactive issue resolution, and strong account and commercial management to facilitate successful renewals.
• Provide transparent reporting and escalate renewal risks to executive management with proposed solutions.
• Maintain an accurate rolling 120-day renewal forecast.
• Adhere to internal standards around opportunity management, data integrity, quotations, and forecasting.
• Drive achievement of financial and strategic goals related to customer retention and incremental revenue.
• Support employee development through regular one-on-one coaching and creating clear career pathways.
• Contribute to annual planning related to renewal rates, contract terms, and pricing strategies.

Qualifications and Experience

• Minimum 15 years’ proven expertise in renewals strategy and leadership, skilled in contract negotiation.
• Demonstrated experience in leading, developing, and motivating high-performing teams.
• Strong record of consistently exceeding sales quotas and key performance indicators.
• Excellent organizational, operational, and analytical capabilities.
• Ability to clearly communicate the value proposition of Salesforce products.
• Outstanding negotiation skills, particularly at the CXO level, complemented by experience mentoring team members in these techniques.
• Solid financial acumen and policy/process management proficiency.
• Exceptional customer management and interpersonal skills with a strategic outlook for influencing conversations.
• Extensive experience using salesforce.com platform.
• Competent in analyzing and managing complex, data-driven renewal cycles.
• Comfortable operating in a fast-paced, evolving environment.
• Bachelor's degree required.
• Willingness to travel 3-5 times annually for team meetings.

Preferred Experience

• Advanced knowledge of salesforce.com product suite and its best practices.
• Background in negotiating complex, multi-year service contracts.
• Experience with enterprise CRM or customer service software applications.
• Familiarity with managing transactions through various stages using technology.

Leadership Attributes

• Passion for customer success and team development.
• Open-mindedness with an eagerness to learn, listen attentively, and engage hands-on.
• Ability to maintain a strong sense of urgency, driving quick business results.
• Team-oriented mindset embodying collaboration and generosity.
• Commitment to core company values and building trust.
• Adaptability to thrive amidst uncertainty and change.
• Empowerment of team members to foster growth and achievement.