About the Role

As a Renewal Manager, you will play a critical role in ensuring the retention and growth of our customer base. You will manage the renewal process for a portfolio of accounts, working closely with cross-functional teams, including Sales and Customer Success, to preserve and expand customer relationships. Your ability to forecast renewals, navigate complex discussions, and ensure customer satisfaction will directly contribute to the company’s success.

Key Responsibilities

• Renewal Management: Own and drive the end-to-end renewal process for assigned accounts, ensuring on-time and successful renewals.
• Collaboration with Sales: Partner with the Sales team to identify and support upsell opportunities during the renewal process, aligning on customer needs and account strategy.
• Collaboration with Customer Success: Work closely with Customer Success Managers (CSMs) to maintain strong customer relationships, ensuring customer satisfaction and addressing any issues that may impact renewal outcomes.
• Forecasting: Provide accurate and timely renewal forecasts, leveraging data and insights to predict outcomes and identify risks.
• Negotiation: Lead renewal negotiations with a focus on balancing customer needs and company goals, achieving mutually beneficial agreements.
• Risk Management: Identify and address potential churn risks, escalating to appropriate teams as needed to secure the renewal.
• Process Optimization: Continuously improve the renewal process, leveraging feedback and tools to drive efficiency and effectiveness.

Required Qualifications

• 4+ years in a renewal management, account development, account management, or customer success role, preferably in SaaS or virtual healthcare
• Proven ability to manage a high volume of renewals with excellent organizational skills
• Strong negotiation skills with a customer-focused mindset
• Experience with forecasting tools and techniques
• Ability to collaborate across teams and communicate effectively with internal and external stakeholders
• Tools: Proficiency in CRM systems (e.g., Salesforce), familiarity with customer success platforms (e.g., Gainsight), & revenue tracking tools (e.g. Gong, Clari)
• Mindset: Results-driven, with a proactive approach to problem-solving and a commitment to customer retention

Preferred Qualifications

• Experience working in virtual healthcare or a related industry
• Knowledge of healthcare compliance and regulations (e.g., HIPAA)
• Background in managing enterprise or SMB accounts

For candidates in NYC, CO, or CA, the base salary range for this role is $92,000 - $120,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.