Director, Renewals
Director, Renewals
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Job Description
Job Description
Director of Renewals is a senior-level position responsible for overseeing the customer renewal process within a region focusing on maximizing customer retention by strategically managing renewal strategies leading a team of renewal specialists and/ renewals managers and collaborating with cross-functional teams to achieve revenue goals and maintain high renewal rates across the region. Key duties include analyzing customer data identifying at-risk accounts negotiating renewal terms forecasting renewal revenue and driving operational excellence within the renewals team.
Director Renewals Responsibilities
Lead customer retention through proactive planning management and execution of the renewals with customers and internal teams
Develop and communicate the Renewals Team vision and strategy prioritizing team efforts initiatives and OKRs
Own and drive the renewals process in collaboration with Sales Customer Success and channel partners
Hire coach and motivate a regional and/or global renewals team focused on goal achievement delivery to KPIs and OKRs and team member development
Continuously develop renewals processes policies and playbooks to improve renewal predictability efficiency and customer satisfaction
Identify and manage renewal risks and expansion opportunities maintaining accurate forecast of upcoming renewals
Drive systems data and product improvements to enable successful renewals and predictive visibility of renewals
Negotiate and execute renewal contracts in alignment with customer goals and partnership from Revenue Operations and Legal
Be accountable for organizational KPIs including gross retention ATR% on-time renewals and customer satisfaction
Director Renewals Requirements
12 years of professional work experience expert knowledge of renewals.
Proven track record of successfully delivering to revenue goals for a SaaS or subscription business at scale in a sales and/or renewal leadership role
5 years management experience. Experienced in developing and growing global teams and operations as well as leading teams at scale (i.e. managed teams of over 20 team members)
Experienced in leading continuous improvement and change management across a broad range of functional stakeholders
Can successfully deliver to goals build and iterate in a fast-paced environment working with a bias for action
Is data-driven and is experienced in leading system changes and automation to improve operational effectiveness and efficiency
Understands both direct and channel go-to-market sales and renewals
Performance Indicators
Gross retention
ATR%
tNPS/CSAT
On-time Renewals
Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.
Required Experience:
Director
Employment Type
Full-Time
