Renewals & Expansion Manager
We are seeking a results-driven Renewals & Expansion Manager to maximize customer retention, drive recurring revenue growth, and identify expansion opportunities within our existing customer base. This role is responsible for managing the end-to-end renewal process, building strong customer relationships, and partnering closely with Customer Success, Sales, Product, and Finance to ensure customers realize ongoing value from our solutions.
The ideal candidate is customer-focused, commercially minded, highly organized, and experienced in subscription or recurring revenue business models.
Customer Renewals
- Own the complete renewal lifecycle for an assigned portfolio of customers.
- Proactively engage customers well in advance of contract expiration.
- Forecast renewal outcomes and maintain an accurate renewal pipeline.
- Negotiate renewal terms while protecting revenue and minimizing churn.
- Coordinate internal stakeholders to resolve issues that may impact renewals.
Revenue Expansion
- Identify upsell, cross-sell, and expansion opportunities within existing accounts.
- Partner with Customer Success and Sales to develop account growth strategies.
- Present additional products, services, and licensing options aligned with customer needs.
- Drive expansion revenue while maintaining high customer satisfaction.
Customer Relationship Management
- Build trusted relationships with key customer stakeholders.
- Understand customer business objectives and align solutions to support their success.
- Act as the primary commercial contact during renewal and expansion discussions.
- Manage escalations related to commercial agreements and contract negotiations.
Forecasting & Reporting
- Maintain accurate opportunity data in CRM.
- Forecast monthly, quarterly, and annual renewal and expansion revenue.
- Monitor KPIs including:
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Renewal Rate
- Churn Rate
- Expansion Revenue
- Pipeline Coverage
Cross-Functional Collaboration
- Work closely with:
- Customer Success
- Sales
- Finance
- Legal
- Product Management
- Operations
- Ensure timely contract execution and seamless customer transitions.
Required
- Bachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience).
- 3–7 years of experience in Account Management, Customer Success, Renewals, Sales, or Revenue Operations.
- Experience managing SaaS or subscription-based customer renewals.
- Strong negotiation and consultative selling skills.
- Excellent verbal and written communication skills.
- Experience using CRM platforms such as Salesforce or HubSpot.
- Strong analytical, forecasting, and organizational skills.
Preferred
- Experience selling enterprise software or technology solutions.
- Knowledge of subscription metrics including ARR, MRR, NRR, and GRR.
- Experience working with contract management and pricing negotiations.
