Renewal Manager

Role Overview:

We are seeking a highly organized and detail-oriented Renewal Manager to own the end-to-end renewal process for our customers (including over one-third of the Fortune 500). As a Renewal Manager, you will play a pivotal role in ensuring seamless contract renewals, maintaining customer satisfaction, and driving retention. You will collaborate closely with internal teams—Account Executives, Account Directors, Customer Success Managers, Finance—and customers to manage all aspects of the renewal process, from customer communication to finalizing contracts in Salesforce.

Key Responsibilities:

• Renewal Ownership: Manage the renewal lifecycle for AppZen’s customer contracts, ensuring timely and accurate completion.
• Customer Communication: Act as the primary point of contact for customers during the renewal process, providing clear and professional communication.
• Quoting and Documentation: Generate and deliver renewal quotes and order forms accurately and in a timely manner.
• Contract Management: Facilitate the review, negotiation, and execution of renewal contracts, ensuring alignment with customer and company requirements.
• CRM Management: Accurately update and maintain renewal records in Salesforce, ensuring all information is current and complete.
• Collaboration: Work closely with Customer Success, Sales, and Finance teams to ensure alignment and smooth execution of renewals.
• Retention Metrics: Contribute to usage, value, and retention and churn metrics by managing renewals efficiently and identifying opportunities for improvement.
• Process Optimization: Continuously identify and implement improvements to the renewal process to enhance efficiency and customer satisfaction.

Required Experience & Qualifications:

• 8-10 years of experience in contract management, renewals, or customer-facing roles within a B2B SaaS organization.
• Proficiency in Salesforce or similar CRM systems; ability to manage and update customer records accurately.
• Strong organizational skills with the ability to manage multiple renewals simultaneously and meet deadlines across 150-200+ renewals per year.
• Excellent verbal and written communication skills; ability to convey complex information clearly and professionally.
• Detail-oriented mindset—the fine print, MSA, contract terms, customer history—with a commitment to accuracy and quality in documentation and communication.
• Proven ability to build and maintain strong customer relationships. Familiarity with FinTech is a plus.
• Bachelor’s degree in business, finance, or a related field preferred but not required.
• Nice-to-have: previous experience using a Customer Success Platform such as Catalyst or Gainsight.