Renewals Manager, Global Scaled Customer Success
Owns the end-to-end renewal lifecycle for a high-volume scaled SaaS customer portfolio, partnering with Customer Success, Sales, Finance, and Legal to drive retention, mitigate churn, negotiate contracts, and improve forecasting. Requires at least three years of relevant commercial or customer-facing experience.
About the job
Responsibilities
- Manage the full renewal process across a high-volume portfolio, including forecasting, commercial discussions, objection handling, and contract execution.
- Analyze customer health, product adoption, and stakeholder sentiment to proactively identify churn risks and create mitigation plans.
- Collaborate with Customer Success Managers and Account Executives to align on customer strategies, account history, and value realization narratives.
- Prepare renewal proposals, negotiate pricing and contract terms within approved guardrails, and follow internal approval workflows.
- Maintain accurate renewal data in CRM and reporting systems, ensuring predictable forecasting and identification of systemic risks.
- Partner with Sales and Finance to optimize commercial structures for multiyear commitments, expansions, or right-sizing.
- Contribute to scalable renewal playbooks, templates, and operational processes.
Requirements
- 3+ years of experience in renewals, account management, customer success, or a commercial-facing SaaS role.
- Strong negotiation skills and comfort navigating commercial conversations with customers at multiple levels.
- Ability to interpret customer health signals, product usage insights, and business risk indicators.
- Ability to manage a large volume of accounts with competing priorities and tight deadlines.
- Strong command of CRM tools, such as Salesforce, and experience with renewal forecasting.
Nice-to-Haves
- Experience in high-growth SaaS, especially with scaled or pooled Customer Success models.
- Familiarity with planning, FP&A, or data and analytics products.
- Experience collaborating with Legal teams on contract redlines and exceptions.
Success Metrics
- Renewal rate and gross revenue retention across assigned accounts.
- Forecast accuracy for upcoming renewals.
- Reduction in churn risk through early identification and mitigation planning.
- Operational excellence, including deal cycle times and documentation completeness.
- Contribution to scalable renewal processes, playbooks, and best practices.
Compensation and Benefits
- Competitive compensation package of $130,000–$140,000 CAD.
- Stock options.
- Comprehensive medical, dental, and vision insurance coverage.
- Generous time off and parental leave policies.
- Flexible working hours.
- Company offsite each year.
- Office in Toronto and other major cities.
- High-end equipment, based on stock and availability.
- Employer-sponsored 401(k).
Skills
Customer Retention, Renewal Forecasting, Contract Negotiation, Account Management, Customer Success, SaaS, Salesforce, CRM, Product Adoption, Churn Risk Analysis, Revenue Retention, FP&A
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