This role leads the Americas Renewals organization, setting renewal strategy, pricing governance, and OKRs while developing and coaching Directors on selling strategies. The role is a senior escalation point for customers on renewal and pricing issues, and drives alignment between CSM, Sales, Marketing, HR, and other divisions of the organization. It owns accountability for pipeline health, CRM discipline, and production targets across teams. The VP also makes final calls on hiring, performance management, and promotions within the organization.
Responsibilities:- Influence the overall renewal strategy and quota framework for the Renewal Specialist organization
- Partner with RevOps and Finance to translate company revenue and retention targets into team-level goals
- Direct cross-functional processes between Renewal Specialist Directors and CSM leadership to align on renewal strategy, upsell/cross-sell coordination, and bookings maximization across the portfolio
- Coach Directors on selling strategies, negotiation tactics, and objection handling, and coordinate with Revenue Enablement team to ensure that coaching cascades effectively to individual Renewal Specialists
- Influence pricing strategy and governance, ensuring approaches used across teams meet company standards, policy, and approval procedures
- Lead pipeline and forecast reviews with Directors, and report renewal forecasts, risks, and results to leadership (SVP Global Renewals and above)
- Establish and enforce CRM data integrity standards across all Renewal Specialist teams, holding Directors accountable for opportunity hygiene
- Build, scale, and continuously improve a high-performing multi-team Renewal Specialist organization, overseeing daily, weekly, monthly, and quarterly production against targets
- Analyze cross-team statistics, reporting, and dashboards to identify systemic trends, risks, and opportunities requiring corrective action or process change
- Serve as the senior management escalation point for renewal, pricing, and customer issues that Directors cannot resolve
- Set and manage OKRs across the Renewal Specialist function, cascading goals down through Directors to individual contributors
- Cultivate and sustain strategic relationships with executive-level stakeholders at customer organizations.
- Drive a referral and cross-sell culture across all RS teams, partnering with Sales and CS leadership to capture cross-sell pipeline
- Ensure consistent communication and understanding of policies and procedures across all Directors and their teams
- Identify underperformance trends across teams and guide Directors in developing and managing Personal Success Plans
- Make final recommendations and decisions on hiring, terminations, discipline, and promotions across the Renewal Specialist organization, in partnership with HR
- Develop and mentor Renewal Specialist Directors, building their leadership and coaching capability
- Partner with Sales, Marketing, and Finance leadership on renewal forecasting, pricing policy, and go-to-market alignment
- Identify and champion process improvements, tooling, and automation to scale renewal operations efficiently
- Represent the Renewal Specialist function in executive and cross-departmental planning discussions
- Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight
Qualifications:- Bachelor's degree preferred
- Experience with Gmail and Google Docs
- Experience with MS Office (Word and Excel) Physical Demands
- Experience with web browsers (Chrome, Internet Explorer, etc.)
- Experience with Claude
- 10+ years sales experience
- 5+ years managing customers within a SaaS subscription model
- 3+ years managing relationships with Enterprise-sized organizations
- Previous VP+ level management experience preferred
- Familiarity with standard concepts, practices and procedures within the IT Security Field
- Experience with Salesforce or other CRM preferred
- Strong passion for driving customer satisfaction and growth
- Strong understanding of financial and operational levers in a SaaS recurring revenue business model
- Strong verbal and written communications
- Excellent time management, prioritization and organization skills
- Strong collaborative and team work skills
- Ability to build rapport with customers via phone, email and video conferencing
- Strong critical thinking skills
- High energy with ability to inspire and motivate teams to exceed targets
- Strong ability to manage and build high performing teams
- Self-motivated with ability to work with minimal supervision
Our Fantastic BenefitsWe offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.
Note: An applicant assessment and background check may be part of your hiring procedure.
No recruitment agencies, please.
