Renewals Manager, Global Scaled Customer Success - Toronto

The Renewals Manager is responsible for driving customer retention across Pigment's scaled segment by owning the end-to-end renewal lifecycle. This role blends commercial acumen with customer insight, ensuring customers continue to see value in Pigment while navigating contractual discussions with confidence and precision. You will partner closely with Customer Success, Sales, and Legal to mitigate risk, forecast renewals, and execute a consistent, scalable renewal motion. Responsibilities: • Manage the full renewal process across a high-volume portfolio, including forecasting, commercial discussions, objection handling, and contract execution. • Analyze customer health, product adoption, and stakeholder sentiment to proactively identify churn risks and create mitigation plans. • Collaborate with Customer Success Managers and Account Executives to ensure alignment on customer strategies, account history, and value realization narratives. Prepare renewal proposals, negotiate pricing and contract terms within approved guardrails, and follow internal approval workflows. • Maintain accurate renewal data in CRM and reporting systems, ensuring predictable forecasting and identification of systemic risks. • Partner with Sales and Finance to optimize commercial structures for multiyear commitments, expansions, or right-sizing. • Contribute to the creation and evolution of scalable renewal playbooks, templates, and operational processes. Minimum Requirements: • 3+ years of experience in renewals, account management, customer success, or a commercial-facing SaaS role. • Strong negotiation skills and comfort navigating commercial conversations with customers at multiple levels. • Demonstrated ability to interpret customer health signals, product usage insights, and business risk indicators. • Proven ability to manage a large volume of accounts with competing priorities and tight deadlines. • Strong command of CRM tools (ex. Salesforce) and experience with renewal forecasting. Preferred Qualifications: • Experience in high-growth SaaS, especially with scaled or pooled Customer Success models. • Familiarity with planning, FP&A, or data/analytics products. • Experience collaborating with Legal teams on contract redlines and exceptions. Success Metrics: • Renewal rate and gross revenue retention across assigned accounts. • Forecast accuracy for upcoming renewals. • Reduction in churn risk through early identification and mitigation planning. • Operational excellence metrics (ex. deal cycle times, documentation completeness). • Contribution to scalable renewal processes, playbooks, and best practices. What We Offer: • Competitive compensation package: ($130,000 - 140,000 CAD) • Stock options to ensure you have a stake in Pigment's growth • Comprehensive benefits, including medical, dental, & vision insurance coverage for you & your loved ones • We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies • Trust and flexible working hours • Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, London and soon San Francisco • High-end equipment (based on stock/availability) to do your work in the best conditions • Employer-sponsored 401(k), enabling you to prepare for retirement How We Work: • Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet • Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community • Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission • Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment • Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organizations