Director, Renewals

Summary

Join WorkWave as their dynamic Director of Renewals, leading and scaling the renewals function to drive customer retention and maximize recurring revenue. Partner with cross-functional teams to streamline processes, improve forecasting, and ensure a seamless customer experience. Develop and execute the overall renewals strategy, build and mentor a high-performing team, and own the end-to-end renewal lifecycle. Maintain accurate renewal forecasts, create scalable processes, and collaborate with Sales, Customer Success, and Finance teams. Develop KPIs and dashboards to track performance and serve as a customer advocate to drive product and service improvements. This role requires strong leadership, communication, and analytical skills within a SaaS environment.

Requirements

• 8–10+ years of experience in SaaS customer success, renewals, or account management roles
• 3–5+ years in a leadership position managing renewals or customer retention teams
• Deep understanding of SaaS metrics (e.g., ARR, churn, CAC)
• Experience with CRM tools such as Salesforce, Gainsight, or similar
• Strong negotiation, communication, and customer relationship skills
• Data-driven mindset with experience in forecasting and analytics
• Proven track record of meeting or exceeding retention goals
• Bachelor’s degree required; MBA or related advanced degree is a plus
• Experience at a high-growth SaaS company
• Experience with high velocity and enterprise customer models
• Experience working with cross-functional global teams
• Must be commutable to Holmdel, NJ headquarters

Responsibilities

• Develop and execute the overall renewals strategy to support company revenue and retention goals
• Build, lead, and mentor a team of Renewal Managers or Specialists to drive performance and accountability
• Own the end-to-end renewal lifecycle, proactively engaging customers and identifying expansion or risk opportunities
• Maintain accurate renewal forecasts and provide insights into retention trends and risk factors
• Create scalable processes, tools, and playbooks for managing renewals effectively and consistently
• Work closely with Sales, Customer Success, and Finance to align on renewal terms, pricing, and contract management
• Develop KPIs and dashboards to track renewal rates, churn, contraction, and upsell performance
• Serve as a voice of the customer in internal discussions to drive continuous improvement in product and service

Benefits

• Employees can expect a robust benefits package, including health and dental and 401k with company match
• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community