Head of Renewals & Retention

Our client is a leading sales management software in Vietnam who is looking for potential candidate to join their firm.

Renewal Strategy and Revenue Growth

• Take ownership of renewal rates and renewal revenue across software, electronic invoicing, and digital signature services.
  
• Develop and implement renewal strategies and customer retention initiatives to improve annual retention rates and maximize recurring revenue.
  
• Establish business plans, assign performance targets to individual departments, and monitor execution to ensure alignment with divisional objectives.
  
• Standardize renewal processes, consultation scripts, and performance measurement frameworks across departments.
  
• Collaborate with the Product team to develop online and self-service renewal channels while automating renewal reminders and quotation processes through CRM systems.
  
• Increase revenue per renewal through package upgrades, longer subscription terms, and cross-selling additional services.
  

Data Analysis and Revenue Forecasting

• Prepare monthly and quarterly renewal revenue forecasts and provide management reports on renewal rates, revenue retention, and potential business risks.
  
• Analyze customer churn and non-renewal reasons across different customer segments.
  
• Collaborate with Customer Success, Product Development, and Marketing teams to identify improvement opportunities and implement initiatives to strengthen customer retention.
  

Team Leadership and Development

• Lead, manage, and coach department managers while overseeing recruitment, training, performance evaluation, and team development.
  
• Improve team productivity and operational efficiency by leveraging technology, automation tools, and AI-driven solutions.
  
• Strengthen team capabilities and service quality to achieve sustainable renewal performance and revenue growth.
  

Requirements

Education

• Bachelor's degree or higher in Business Administration, Economics, Marketing, or related fields.
  

Professional Experience

• Minimum 5 years of experience in customer renewals, retention, Account Management, or Customer Success within recurring-revenue industries such as software, telecommunications, banking, insurance, fintech, or payment services.
  
• At least 3 years of experience managing multi-level teams, including direct supervision of department managers.
  
• Proven track record of managing team-level revenue targets, renewal rates, or revenue retention performance.
  
• Demonstrated experience in increasing revenue from existing customers through upselling, cross-selling, or other account growth initiatives.
  

Professional Skills and Competencies

• Strong analytical capabilities, particularly in renewal funnel analysis, customer segmentation, and revenue forecasting.
  
• Proficiency in CRM systems and customer lifecycle management.
  
• Excellent leadership, communication, and cross-functional collaboration skills.
  
• Proactive mindset with a strong sense of ownership and accountability for business results.
  
• Willingness to travel regularly between Hanoi and Ho Chi Minh City.
  

Preferred Qualifications

• Experience in establishing or scaling customer renewal and retention teams within rapidly growing organizations.
  
• Hands-on experience in developing online or self-service renewal channels and implementing Customer Success platforms, automation tools, or AI solutions to improve operational efficiency.
  
• Knowledge of electronic invoicing, digital signatures, and tax requirements for household businesses.
  
• Understanding of retail and F&B customer segments and their business needs.
  

Due to the immense number of applications, only shortlisted candidates will be contacted.