Director of Renewals & Customer Success

About Us

Automation Anywhere is the leader in Agentic Process Automation (APA) transforming how work gets done with AI-powered automation. Its APA system built on the industrys first Process Reasoning Engine (PRE) and specialized AI agents combines process discovery RPA end-to-end orchestration document processing and analyticsall delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work Automation Anywhere helps organizations worldwide boost productivity accelerate growth and unleash human potential.

Our opportunity:

We are seeking a highly motivated and results-driven Renewal Leader who views Customer Success as the ultimate engine for retention. Based in London and joining our EMEA and India team you are an experienced professional who understands that a contract renewal isnt a single point in time but the natural outcome of a continuous high-value success strategy. You will lead our team in ensuring that every customer journey is defined by realized value proactive engagement and a deep-seated partnership that makes staying with us the easiest decision our clients make all year.

The successful candidate will be an expert in managing enterprise accounts navigating complex SaaS renewals and mitigating risk through proactive engagement. This role is critical in maximizing customer retention and ensuring our clients achieve the business outcomes they were promised.

Who youll report to:

This role will report to the VP Customer Retention

Location:

Hybrid role with regular onsite workdays in our London UK office

You will make an impact by being responsible for:

Team Leadership & Renewal Strategy

• Lead & Mentor: Managing a team of renewal specialists providing coaching on both commercial negotiation and Customer Success best practices to drive performance across EMEA and India
• Executive Alignment: Establishing Executive Sponsor programs connecting our leadership with key stakeholders at our largest client accounts to ensure alignment at the C-suite level
• The Player-Coach Approach: Actively managing high-value enterprise accounts leading negotiations while ensuring the Success Plan is aligned with the commercial contract
• Retention Culture: Driving a culture of accountability where the team balances customer satisfaction with company revenue objectives effectively minimizing churn

Customer Success & Relationship Building

• Strategic Partnership: Developing and nurturing strong relationships with key stakeholders. Acting as a trusted advisor who understands customer pain points and aligns our solutions to their specific business goals
• Success Integration: Ensuring renewals are not one-off events by integrating renewal milestones into the broader Customer Success Lifecycle
• Lifecycle Mapping: Mapping the Success Path for customers identifying the specific milestones (e.g. first integration 50% seat adoption) that correlate most strongly with long-term retention
• Risk Mitigation: Identifying at-risk accounts early by monitoring product adoption and health metrics leading Get Well plans to restore customer confidence

Collaboration & Executive Presence

• Cross-functional Alignment: Working closely with Sales and CSM leaders to align renewal strategies with overall account plans and expansion opportunities
• Executive Influence: Presenting renewal strategies and performance insights to senior leadership. Using data-driven storytelling to highlight opportunities risks and strategies for long-term growth
• Operational Synergy: Partnering with Finance Legal and Ops to ensure the quote-to-cash process is seamless for the customer

Process Improvement

• Scalable Frameworks: Refining the renewal process to be more efficient and consistent across the region incorporating CS automation and health-scoring tools
• Continuous Learning: Fostering an environment where the team stays ahead of industry trends evolving customer needs and the latest CS methodologies

You will be a great fit if you have:

• SaaS Professional: Extensive experience in Renewal Management Customer Success or Account Management with a heavy focus on B2B SaaS Enterprise accounts
• Regional Expertise: Proven track record managing complex accounts and multi-million dollar portfolios within the EMEA and India markets
• Change Management: Proven ability to lead customers through organizational changes mergers or technical migrations without losing momentum
• Success Mindset: Experience using Customer Success platforms (e.g. Gainsight Salesforce) to track health scores and engagement
• Negotiation Mastery: Expert-level skills in deal structuring contract negotiation and objection handling
• Leadership: Prior experience leading high-performing teams in a fast-paced high-growth environment
• Deep understanding of Net Retention Rate (NRR) and the mechanics of SaaS expansion.
• Experience in high-touch enterprise environments where renewals involve multiple technical and business stakeholders

You excel in these key competencies:

• Executive Communication & Influence
  Ability to engage align and persuade C-suite stakeholders and internal leaders through clear confident and data-driven communicationespecially in high-stakes renewal and risk conversations
• Customer-Centric Strategic Thinking
  Seeing renewals as the outcome of a long-term value journey; consistently translating customer business goals adoption signals and success milestones into proactive retention strategies
• Leadership Coaching & Accountability
  Inspiring and developing a geographically distributed team through mentorship performance coaching and clear expectations while fostering a culture that balances customer advocacy with commercial rigor
• Relationship Building & Trust Creation
  Establishing credibility as a trusted advisor by deeply understanding customer pain points navigating complex stakeholder dynamics and building long-term partnerships rather than transactional engagements
• Change Leadership & Resilience
  Guiding both customers and internal teams through changeorganizational shifts renewal risk negotiations or process evolutionwhile remaining calm adaptive and solution-oriented under pressure

Ready to Revolutionize Work Join Us.

This is an opportunity to work with a global passionate team pioneering technology thats redefining the way people work everywhere. Join us and discover the many ways that you can have an impact achieve your potential and go be great.

Job Segment OR Key Words: SaaS NRR Automation APA Renewal Management Customer Success Leadership B2B Software Solutions

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