Senior Director, Renewal Management

Summary

Join Sprout Social's Sales & Customer Experience team as a Senior Director, Renewal Management. Lead the renewals strategy, optimize renewal rates, and reduce churn. Manage and grow a team of Renewal Managers, providing strategic direction and coaching. Collaborate with various departments to refine processes and improve forecasting. Own renewals pipeline visibility and reporting. Continuously refine renewal strategies to maximize retention and provide accurate forecasting. This senior leadership role requires 10+ years of experience in renewals or customer success, with at least 5 years in a leadership role, and SaaS experience in a high-growth environment.

Requirements

• 10+ years of experience in renewals or customer success with at least 5+ years in a leadership role
• Proven track record of leading high-performing teams and driving strong renewal and retention results
• SaaS experience within a high-growth, subscription-based business
• Expertise in forecasting, pipeline management, and contract negotiation
• Experience working cross-functionally to align on customer strategy and process improvements

Responsibilities

• Lead the strategy to optimize renewal rates, reduce churn, and identify expansion opportunities
• Manage and grow a team of Renewal Managers, providing strategic direction, coaching, and performance accountability
• Work closely with Sales, Customer Success, Finance, and Revenue Operations to refine renewals playbooks, streamline processes, and improve forecasting accuracy
• Own renewals pipeline visibility, forecasting, and performance reporting, ensuring data-driven decision-making
• Establish best practices, systems, and tools to enhance renewals efficiency and customer retention
• Leverage data insights and customer engagement to proactively address risks, strengthen relationships, and drive contract expansions
• Continuously refine Renewal strategies to maximize Retention
• Provide accurate forecasting to the Head of Customer Success

Preferred Qualifications

• Deep understanding of revenue retention strategies, expansion motions, and renewal sales best practices
• Strong analytical and problem-solving skills with a data-driven approach to decision-making
• Proficiency in CRM tools like Salesforce and data analytics platforms
• Passion for customer success and the ability to drive a culture of excellence, collaboration, and continuous improvement

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting
• Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States
• In the United States, we have two geographic pay zones. This role’s On Target Earnings (“OTE”) for new hires in each zone are: Zone 1 (New York, California, Washington): $233,200 (min), $291,500 (mid), $349,800 (max) USD annually Zone 2 (All other US states): $212,000 (min), $265,000 (mid), $318,000 (max) USD annually
• OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. The minimum amount earned is the fixed base salary
• Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan
• Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit)
• Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution
• Sprout offers “Flexible Paid Time Off” and ten paid holidays