We are seeking a proactive, relationship-driven Renewal Manager to own the end-to-end renewal experience for an assigned book of business. This role serves as the primary point of contact for brokers throughout the renewal lifecycle, partnering with internal teams to develop renewal strategies, drive retention, and deliver an exceptional customer experience. The Renewal Manager is responsible for managing broker relationships, developing renewal strategies, coordinating cross-functional activities, and ensuring renewals are completed accurately and on time. This role balances customer advocacy with business objectives while continuously seeking opportunities to improve the renewal experience. **Core Responsibilities** **Customer Relationship Management** - Own the end-to-end renewal process for an assigned book of business, serving as the primary point of contact for brokers throughout the renewal lifecycle. - Build and maintain trusted relationships with brokers through proactive communication, responsiveness, and strategic partnership. - Conduct renewal strategy discussions with brokers, providing guidance on pricing, plan design changes, network updates, and available renewal options. - Deliver an exceptional customer experience while balancing retention goals and company objectives. **Renewal Strategy & Retention** - Review renewal offers and analyze competitive market information to develop effective renewal strategies. - Partner with Underwriting to identify opportunities for rate relief and retention while maintaining sound underwriting practices. - Proactively identify renewal risks and develop action plans to improve retention outcomes. - Negotiate renewal solutions internally to support customer retention and long-term partnerships. - Ensure renewal deliverables are completed accurately and within established timelines. **Cross-Functional Leadership** - Collaborate with Underwriting, Account Management, Implementation, Billing, Eligibility, Product, Engineering, and other internal teams to deliver a seamless renewal experience. - Coordinate internal resources to resolve customer issues and remove operational roadblocks. - Partner with the Renewal Operations Coordinator to ensure documentation, administrative tasks, and operational workflows are completed efficiently. - Escalate complex issues when appropriate while maintaining ownership of the customer experience. **Operational Excellence** - Maintain accurate renewal records within HubSpot, Zendesk, and internal systems. - Manage multiple renewal timelines simultaneously while ensuring all deadlines are met. - Identify opportunities to improve processes and enhance operational efficiency. - Participate in special projects and departmental initiatives that support the continued growth and scalability of the Renewal Team. **Required** - Bachelor's degree in Business, Communications, Healthcare Administration, or a related field, or equivalent professional experience. - 5+ years of experience in employee benefits, health insurance, account management, customer success, renewals, underwriting support, or a related field. - Strong understanding of employer-sponsored health insurance and the renewal lifecycle. - Excellent verbal and written communication skills. - Exceptional organizational and project management skills. - Strong analytical and problem-solving abilities. - Ability to manage multiple priorities in a fast-paced environment. - Customer-focused mindset with the ability to build strong professional relationships. **Preferred** - Experience working directly with brokers, consultants, or employer groups. - Knowledge of level-funded and fully insured health plans. - Familiarity with underwriting principles and renewal pricing strategies. - Experience using HubSpot CRM and Zendesk. - Advanced proficiency with Microsoft Excel or Google Sheets. - Experience working in a high-growth startup or fast-paced healthcare environment. **Because We Value You** - Competitive compensation and stock options - 100% company-paid comprehensive health, vision & dental insurance for you and your dependents - Supplemental Life, AD&D, and Short-Term Disability coverage options - Discretionary time off - Relocation assistance - Paid parental leave and flexible return-to-work policy - Work-from-home stipend for remote employees - Company-provided meals for in-office employees - 401(k) - Opportunity for rapid career progression - Other benefits coming soon!