Description
The Renewals Manager is a critical role responsible for achieving a high level of customer retention and maximising renewal revenue within an assigned territory. This role requires a strong sales orientation, excellent communication skills, and the ability to manage a high-volume, transactional sales cycle while serving as the primary point of contact for customers regarding their renewals.
Primary Responsibilities
Core Renewal Management:
Meet and exceed assigned individual and team targets for subscription renewal revenue and renewal rates
Own the end-to-end renewal process, including proactive customer outreach, negotiation, and closing of renewal contracts
Manage a high-volume pipeline of 50-430+ quarterly renewals, leveraging CRM systems to effectively manage customer relationships
Drive all managed renewals thoroughly in assigned territory by identifying risk as early as possible and generating revenue growth opportunities
Customer Engagement & Risk Management:
Serve as the frontline for customer communication regarding renewals
Develop and execute win/win negotiation strategies for contract renewals that maximise contract value while protecting customer relationships
Closely monitor at-risk accounts and work with Customer Success, Support, and Services leadership to resolve customer issues
Conduct regular account reviews, risk assessments, and due diligence while developing renewal strategies
Strategic Collaboration:
Build strong working relationships across Sales and Customer Success teams
Partner with internal teams to develop and execute strategies to retain existing client base and maximise revenue growth
Serve as point of escalation for critical customer issues and provide summary of overall account 'health'
Identify and drive upsell/cross-sell opportunities upon contract renewal
Forecasting & Reporting:
Provide accurate monthly renewal forecasting and risk analysis of all assigned accounts to senior management
Maintain accurate and up-to-date renewal forecasts within CRM systems
Attend and lead monthly regional calls to discuss renewal forecast, top renewals, and at-risk accounts
Required Qualifications
Experience in renewals, inside sales, account management, or client-facing roles
Demonstrated experience managing high-volume, transactional workloads (50-430+ contracts annually)
Experience with SaaS, software, or technology industry preferred
Proven track record in B2B sales or account management
Skills & Competencies:
Excellent verbal and written communication skills with strong customer-centric approach
Strong negotiation skills enabling value-based contract negotiations
Highly organised and detail-oriented with ability to prioritise tasks in fast-paced environment
Proactive and resourceful with ability to work independently
Strong analytical and problem-solving skills
Fundamental understanding of CRM systems (Salesforce experience preferred)
Key Performance Indicators
Renewal rate achievement (target varies by segment)
Contract term length optimisation
Revenue growth through upsells/cross-sells
Forecast accuracy
Customer satisfaction scores
Pipeline management and opportunity progression
Preferred Qualifications
Working knowledge of Salesforce.com or similar CRM systems
Experience with subscription-based business models
Knowledge of contract terms, legal frameworks, and billing processes
Previous experience in technology or software industry
At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information.
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