Manager, Renewals Team

• Lead, coach, and develop a team of Renewal Specialists who manage a high volume of accounts in our early stage startup-focused segment
• Set and enforce standards for operating rhythm, forecasting, pipeline hygiene, and customer communication
• Own performance management for the team
• Hire, onboard, and level-up future team members as the segment continues to scale
• Own overall NRR & GDR, and on-time renewal rate for the <10 employee segment
• Monitor segment retention trends and create strategic interventions that reduce churn and increase product adoption
• Build playbooks that guide Specialists through proactive 270/90/30-day motions, expansion motion execution, mid-cycle changes, and risk mitigation
• Partner with Revenue Leadership to set quarterly targets and ensure accuracy of team-wide forecasting
• Establish a scalable renewal process that balances automation with high-touch engagement where required
• Ensure the team executes all commercial workflows with accuracy
• Partner with RevOps to streamline approval paths, improve system flows, and remove friction for Specialists
• Create reporting frameworks that surface insights on segment health, churn patterns, expansion signals, and rep efficiency
• Work closely with Customer Success Advisory, Digital Success, and AM Leadership
• Provide structured product feedback to Engineering, Product, and Design
• Collaborate with Marketing and Enablement to build segment-relevant assets, talk tracks, and training resources
• Serve as the escalation point for complex renewals, dissatisfied customers, or high-risk accounts
• Ensure Specialists adopt a consultative approach that combines strong negotiation techniques with empathy and clarity
• Raise emerging customer needs, competitive dynamics, or operational blockers to the broader organization

• 3–5+ years experience in SaaS renewals, account management, or customer success
• 1–2+ years managing a quota-carrying or high-volume team
• Proven track record of taking a new motion from 0-1 and using data & metrics to drive its success
• Demonstrated success improving retention metrics, leading customer-facing teams, and implementing scalable processes
• Excellent operational discipline: forecasting accuracy, CRM hygiene, and data-driven decision making
• Strong communication skills — written, verbal, and visual — with the ability to align cross-functional stakeholders
• Ability to coach reps on negotiation, prioritization, renewal strategy, customer empathy, and commercial rigor
• Highly motivated, with a sense of urgency, adaptability, and a willingness to iterate in a fast-moving environment
• Security and compliance experience is not required but highly desirable
• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact

Security and compliance experience

• Equity
• Medical benefits
• 401(k) plan
• Other company perk programs
• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
• 16 weeks fully-paid Parental Leave for all new parents
• Health & wellness stipend
• Remote workspace, internet, and cellphone stipend
• Commuter benefits for team members who report to the SF and NYC office
• Family planning benefits
• Matching 401(k) contribution with immediate vesting
• Flexible PTO policy, plus 80 hours of Sick Time
• 11 company-paid holidays
• Virtual team building activities, lunch and learns, and other company-wide events