Who you’ll report to:

This role will report to the VP, Customer Retention

Location:  Hybrid role with regular onsite workdays in our San Jose, CA office required.

You will make an impact by being responsible for:

• Owning renewal performance for the assigned business, including renewal bookings, gross retention, net retention, on-time renewals, forecast accuracy, and pipeline health
• Leading, coaching, and developing a team of renewal professionals; establish clear performance standards, operating rhythms, inspection cadences, and accountability
• Building renewal strategies for enterprise and strategic accounts, including early risk identification, save plans, pricing and commercial strategy, multi-year agreements, and executive escalation
• Creating a disciplined 120/90/60/30-day renewal motion that improves predictability and reduces last-minute commercial risk
• Partnering tightly with Account Executives and Customer Success to connect customer outcomes, adoption, realized value, and executive sponsorship to the renewal strategy
• Identifying expansion, cross-sell, and upsell opportunities during the renewal cycle and route them into the appropriate sales motion
• Driving accurate weekly and quarterly forecasting, clearly communicating risk, upside, blockers, and required executive actions
• Leading complex negotiations involving pricing, terms, procurement, Legal, Finance, and executive stakeholders while protecting long-term customer relationships and commercial value
• Using customer health, product adoption, support signals, usage, engagement, and commercial data to identify churn risk early and trigger proactive interventions
• Standardizing playbooks, segmentation, dashboards, tooling, and automation to make the renewal organization more scalable and productive
• Surfacing recurring churn and friction themes back to Product, Sales, Customer Success, and leadership so the company can address root causes—not just individual renewals
• Building a culture that balances customer advocacy with commercial rigor, urgency, accountability, and a strong bias for action

What Success Looks Like

• Improved GRR and NRR with a measurable reduction in preventable churn
• High on-time renewal rate and materially fewer end-of-quarter surprises
• Forecast accuracy leadership can trust
• Renewal risk identified early enough to change the outcome
• Stronger multi-year renewal and expansion performance
• A consistent, scalable operating model across the renewals team
• A high-performing team with clear goals, strong coaching, and disciplined execution

You will be a great fit if you have:

• 8+ years of B2B SaaS sales, renewals, account management, customer success, or retention experience, with meaningful ownership of enterprise renewals
• 3+ years of people leadership experience, ideally leading renewal, retention, account management, or commercial teams
• Demonstrated ownership of recurring revenue metrics such as GRR, NRR, renewal rate, churn, forecast accuracy, and expansion
• Experience with complex enterprise negotiations, pricing, contract structures, procurement, and executive-level customer conversations
• Strong SaaS financial and commercial acumen; comfortable operating against a number and managing a material ARR portfolio
• Proven ability to partner across Sales, Customer Success, Finance, Legal, Deal Desk, RevOps, Product, and executive leadership
• Strong operational discipline and experience building playbooks, segmentation, dashboards, forecast cadences, and scalable processes
• Fluency with Salesforce and customer success / revenue intelligence tools; experience using automation or AI to improve workflow and risk detection is a plus
• Executive presence, clear communication, resilience, and the ability to lead calmly through escalations and high-stakes negotiations
• Experience in enterprise software, AI, automation, cybersecurity, data/cloud, or another complex recurring-revenue technology environment strongly preferred

You excel in these key competencies:

• Executive presence and relationship-building skills
• Exceptional cross-functional collaboration and influence
• Strong negotiation and conflict-resolution capabilities
• Proven people leadership, coaching, and talent development
• Resilience, adaptability, and calm decision-making under pressure

Thesalary rangeor on-target earnings (base salary + on-target incentives)for this position is$220,000 - $250,000a year. Thesalaryultimately offered is determined through a review of education, industry experience, training, knowledge, skills, and abilities of the applicant in alignment with market data and other factors. This position is also eligible forequity and a full range of medical and other benefits.

Ready to Revolutionize Work? Join Us.

This is an opportunity to work with a global, passionate team pioneering technology that9s 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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Benefits and perks you9ll appreciate:

• Flexible work schedule / remote roles
• Unlimited Personal Time Off
• 12 holidays off per year
• 4 days volunteer time off per year
• Eligible for 4 company Achievement days off per year
• Variety of health care and well-being benefits
• Paid family/parental leave