Senior Renewals Manager

Summary

Join Highspot as a Senior Renewals Manager and play a critical role in ensuring customer satisfaction and maximizing revenue retention for Enterprise and Strategic customers. Manage the end-to-end renewals process, collaborate with cross-functional teams, and identify upsell and expansion opportunities. Develop and execute strategies to achieve retention and renewal goals, minimizing churn. Build strong customer relationships, analyze customer data to identify risks and opportunities, and proactively address potential issues. Maintain accurate forecasting and tracking of renewal performance metrics. This position offers a competitive salary and benefits package and can be either in-office or remote.

Requirements

• Experience: 5+ years in a Renewal, Account Management, Customer Success, or related role, preferably in a B2B SaaS environment, focused on the upper segment
• Proven track record of success in managing and growing customer relationships
• Strong negotiation and influencing skills
• Analytical mindset with experience in using data to drive decision-making
• Excellent communication and interpersonal abilities
• Proficiency with CRM tools (e.g., Salesforce) and subscription management platforms
• Customer-Centric: Passionate about delivering value and building lasting customer relationships
• Problem Solver: Proven ability to manage complex customer situations and drive resolutions
• Team Collaboration: Experience working cross-functionally with Sales, Customer Success, and Product teams

Responsibilities

• Cross-Functional Collaboration for Customer Growth: Educate customers on Highspot’s various product offerings and proactively identify opportunities to add value and expand revenue
• Renewal Ownership: Manage the end-to-end renewals process for Enterprise and Strategic customers, ensuring timely execution and a seamless customer experience
• Retention Strategy: Develop and execute strategies to achieve retention and renewal goals, minimizing churn
• Customer Relationships: Build strong, trusted relationships with key customer stakeholders to understand their needs and align them with our solutions
• Data-Driven Insights: Analyze customer usage, feedback, and engagement to identify risks and opportunities within the account
• Escalation Management: Proactively address potential risks or issues during the renewal process and drive resolution with internal teams
• Reporting: Maintain accurate forecasting and tracking of renewal performance metrics in [CRM tool, e.g., Salesforce]

Benefits

• Comprehensive medical, dental, vision, disability, and life benefits
• Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP) with immediate vesting
• Flexible PTO
• Generous Holiday Schedule + 5 Days for Annual Holiday Week
• Quarterly Recharge Fridays (paid days off for mental health recharge)
• Flexible work schedules
• Access to Coaches and Therapists through Modern Health
• 2 Volunteer days per year
• Monthly transportation allowance for employees that work in our Vancouver Hub location