Renewal Manager - K-12

Renewal Manager - K-12

As a Renewal Manager, you will play a key leadership role overseeing a team of Renewal Representatives focused on driving customer retention and growth within our K-12 portfolio. You will be accountable for managing team performance, developing talent, optimizing renewal processes, and collaborating cross-functionally to ensure best-in-class renewal outcomes. Leveraging your experience in account management and strategic planning, you’ll be responsible for leading escalations, implementing process improvements, and executing initiatives aligned with organizational goals.

What You Will Do

Directly manage, coach, and develop a team of Renewal Representatives through regular feedback, performance evaluations, and career development planning.

Drive team engagement and foster a collaborative, high-performance team culture.

Develop and deliver training programs to enhance skills in negotiation, customer retention, and upsell/cross-sell strategies.

Lead recruitment, onboarding, and professional growth of team members, with an emphasis on clear development pathways.

Oversee team portfolio performance, ensuring high renewal rates and identification of portfolio growth opportunities.

Serve as the final escalation point for complex or high-value renewals, negotiating directly with customers when necessary.

Collaborate closely with Sales, Customer Success, and Finance teams to align on customer strategies and resolve escalations.

Develop, document, and refine strategies to improve renewal processes, data integrity, and operational effectiveness.

Monitor and analyze renewal KPIs, delivering actionable insights and recommendations to leadership.

Lead team participation in Quarterly Business Reviews (QBRs) and present performance data and strategies to senior stakeholders.

Drive and manage cross-functional initiatives and projects focused on customer retention, workflow improvements, and team effectiveness.

Apply project management methodologies to scope, track, and deliver assigned projects.

Continuously assess and optimize team workflows to maximize productivity and ensure scalability.

What You Will Need to Know/Have

Minimum 7 years of experience in renewals, account management, or customer success, with at least 3 years in a leadership role.

Demonstrated experience successfully managing teams and driving both customer retention and revenue growth.

Highly developed leadership and coaching abilities, with a record of building and developing high-performing teams.

Advanced negotiation skills; experienced in managing high-value, multi-product, and complex customer accounts.

Strategic thinker with a proven track record of driving process improvements and implementing scalable solutions.

Proficiency in CRM systems (Salesforce), forecasting tools (Gainsight, Clari), and project management software (e.g., Asana, Jira).

Strong analytical skills to interpret data, identify trends, and provide actionable recommendations.

Excellent communication and interpersonal skills, with the ability to build trust and effectively influence at all organizational levels.