Manager, LATAM Renewals
Manager, LATAM Renewals
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Job Description
Job Description
What We Do
Our Renewals team secures and protects our customer renewal base and at the same time looks for growth opportunities. A key fixture of our renewals team is the work our Renewals team members do to understand a customers contract work creatively to provide solutions and ultimately help customers businesses renew successfully and on time.
What You Will Do
As the Manager - LATAM Renewals you will play a critical role in helping the Zendesk Renewals team achieve its mission by leading coaching and managing a remote team of 8 Renewal Representatives based across Mexico City and So Paulo Brazil. Youll be responsible for overseeing the renewal process within the LATAM region and ensuring the team meets goals for customer retention and subscription revenue growth.
Maintaining fluency in English Spanish and Portuguese is essential for managing contracts communications negotiations and customer escalations across multiple languages within the region. You will also spend part of your time managing a book of business staying close to the evolving product customer renewal experience and your teams challenges during your transition and ongoing management.
Key Responsibilities
Book of Business Management:
Achieve churn and contraction targets for your book of business in LATAM; forecast and report risks effectively. Manage territory and assign renewal accounts with consideration to language proficiency and region.People Management & Coaching:
Lead mentor and coach a geographically-distributed team of Renewal Representatives to implement best practices for renewals specific to the LATAM market. Provide weekly 1:1 meetings deliver actionable feedback and guide your team through negotiation and renewal challenges in Spanish Portuguese and English.Renewal Process Ownership:
Oversee the full renewal lifecycle including forecasting quoting negotiation and contract closure in the LATAM region. Ensure renewals are executed seamlessly across multiple languages and cultural contexts.Cross-Functional Collaboration:
Partner closely with Sales Customer Success Legal Product and Finance teams aligning strategies to optimize the renewal process for LATAM customers and address region-specific needs.Operations & Improvement:
Become a subject matter expert on LATAM renewals processes and customer renewal dynamics. Identify and recommend process improvements leveraging operational efficiency and AI-driven automation tools.Escalation & Reporting:
Act as the escalation point for complex renewal cases involving high churn risk or pricing objections. Monitor and report on key performance metrics such as renewal rate churn rate and upsell opportunities within LATAM.Hiring & Onboarding:
Recruit and onboard new team members as the LATAM renewals team expands. Collaborate with senior leadership to refine onboarding and training processes tailored for LATAM representatives.
Essential Skills and Qualifications
Bachelors degree or equivalent experience.
Languages: Fluency in English Spanish and Portuguese (speaking reading and writing) is required to effectively manage contracts customer relationships and internal communications across LATAM.
6 years in a customer-facing SaaS role such as Renewals Customer Success Account Management or Sales with mandatory experience managing or leading teams.
Strong understanding of subscription models renewal workflows and customer lifecycle management with preference for Zendesk product knowledge.
Outstanding communication and interpersonal skills able to navigate complex customer situations across different languages and cultures.
Excellent negotiation skills to maximize contract value in multilingual contexts.
Strong data analytical skills with the ability to identify renewal trends and mitigate churn risks through data-driven insights.
Operational mindset with a focus on scaling efficiencies using AI and automation.
Technical acumen to understand the product/service and communicate effectively with customers and internal teams.
Proficiency with CRM and customer success platforms including Salesforce Gainsight Clari and Zendesk.
Reporting Structure
This role reports directly to the Director Global Renewals.
The US annualized OTE (On Target Earnings) range for this position is $149000.00-$223000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus benefits or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations the offer for the successful candidate for this position will be based on job related capabilities applicable experience and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles) and do not include bonus benefits or related incentives.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:
Manager
Employment Type
Full-Time
