The Renewal Manager leads the Renewal Desk and owns renewal governance, forecast accuracy, and process discipline across Enterprise, Mid-Market, and Digital Success (DST) segments.
This leader ensures renewal predictability, contraction visibility, and scalable automation execution while partnering closely with Sales and Customer Success leadership.
This role carries operational authority over renewal forecast accuracy and renewal process compliance.
This role is based in Mexico City and follows a hybrid schedule (2-3 days per week in the office). As the position supports U.S. operations, team members may be required to work on certain Mexico holidays based on business and operational needs.
How you'll add value:
Renewal Governance & Forecast Ownership
-
Own aggregate renewal forecast accuracy (target ±3–5%)
-
Lead weekly renewal forecast calls
-
Audit CPQ Renewal Opportunities for hygiene and completeness
-
Ensure 120-day trigger compliance
-
Escalate forecast risks to VP, Customer Success and Sales Leadership
Contraction & Revenue Risk Oversight
-
Ensure all negative ARR renewals have:
-
Customer Success Manager (CSM) acknowledgment
-
Documented rationale
-
Leadership visibility if above threshold
-
Monitor contraction trends by segment
-
Identify systemic churn drivers
DST Automation Leadership
-
Own scaled renewal automation strategy
-
Optimize renewal workflow triggers
-
Monitor automation success rates
-
Reduce manual intervention dependency
Cross-Functional Alignment
-
Partner with:
-
VP Customer Success
-
Sales Leadership
-
Revenue Operations
-
Finance
-
Ensure pricing and concession discipline
-
Improve renewal cycle time
-
Identify growth opportunities for Sales
Performance Management
-
Manage Renewal Specialists
-
Set KPIs and provide coaching and feedback that drives expected outcomes in the following areas:
-
On-time renewal %
-
Forecast accuracy
-
Gross Revenue Retention (GRR) contribution
-
Reduction in surprise churn
-
Coach Specialists on negotiation process discipline
-
Drive accountability and continuous process improvement
Success Metrics
-
Renewal Forecast Accuracy ±3–5%
-
GRR target achievement
-
On-Time Renewal Rate >95%
-
Reduction in Last-Minute Concessions
-
DST Automation Completion Rate
-
Renewal Cycle Time Reduction
What you'll need to be successful in this role:
-
6–10+ years of revenue lifecycle experience with commercial responsibility in SaaS, technology or other recurring revenue businesses.
-
Proven track record of meeting or exceeding renewal and retention targets (e.g. Gross Revenue Retention or Net Revenue Retention).
-
Strong and proven CPQ and analytical skills with experience in renewal forecasting ownership and reporting to leadership.
-
Experience and track record of building and managing scalable renewal processes, playbooks, and revenue-impacting workflows.
-
Strong understanding of SaaS metrics such as ARR (Annual Recurring Revenue), GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and churn and expansion revenue.
-
Understanding of the customer lifecycle (onboarding → adoption → renewal → expansion).
-
Demonstrated professional proficiency in both verbal and written English to effectively communicate with global customers, internal teams, and stakeholders across various channels (email, chat, video, phone).
-
Excellent negotiation and cross-functional executive communication skills.
-
Experience leading and mentoring a team responsible for renewals or account retention with ability to coach teams on negotiation, renewal strategy, and pipeline management.
-
Ability to analyze customer usage data and identify churn risks.
-
Experience with automation or AI-enabled tools to optimize processes.
-
Ability to work a hybrid schedule with two-three days per week onsite in our Mexico City office.
-
Flexibility to support U.S. operations, including working on select Mexico public holidays based on business and operational needs
Strategic Impact of the Role
The Renewal Manager:
-
Institutionalizes renewal rigor
-
Eliminates forecast volatility
-
Creates executive-level renewal predictability
-
Enables CSM scale by removing administrative burden
-
Protects revenue integrity through governance oversight