Payscale - Manager of Customer Renewals
Requirements
• 3+ years of experience in SaaS renewals, account management, customer success, or a related commercial role. • Experience managing or formally leading a customer-facing team, with demonstrated ability to coach performance and develop talent. • A track record of meeting retention or revenue goals and managing customer negotiations. • Strong commercial judgment, including experience evaluating pricing, contract duration, concessions, and customer risk. • Experience managing pipelines and forecasts, with the ability to explain changes and translate data into action. • Proficiency with Salesforce or a comparable CRM, with a strong commitment to accurate records and consistent processes. • Clear communication and problem-solving skills, including the ability to navigate escalations and coordinate across functions. • Strong organizational skills and the ability to manage competing priorities across a portfolio of renewals. • Experience negotiating multi-year SaaS agreements and improving renewal processes is preferred. • Payscale has an employee centric remote-first model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person for the moments that matter. • In our remote-first model, employees can work from the location that works best for them. We do not have centralized corporate offices. Employees can choose to work from home, in company-paid co-working spaces, or any combination of the two that best suits their unique needs. • If you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements: • High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal. • Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc. • When it matters (usually no more than a few times a year) we take the time to gather for in-person events. • Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.
Responsibilities
• Lead and Develop the Team • Coach and develop Renewal Managers through regular one-on-ones, call reviews, and deal reviews, strengthening discovery, negotiation, objection handling, and closing skills. • Establish clear expectations for results, account planning, customer engagement, and follow-through. Address performance gaps through specific coaching and measurable improvement plans. • Hire, onboard, and develop team members while managing portfolio assignments and workload to support consistent execution. • Deliver Retention and Renewal Results • Own the team’s performance against revenue retention, renewal completion, and other assigned commercial targets. • Ensure renewal planning and customer engagement begin well ahead of contract expiration and notice deadlines, creating time to demonstrate value, address concerns, and evaluate commercial options. • Coach the team to uncover the reasons behind cancellation, contraction, and shorter-term requests. Develop account-specific strategies to protect revenue and preserve the customer relationship. • Lead complex negotiations and customer escalations, bringing in the right internal partners and maintaining clear ownership through resolution. • Ensure agreements, approvals, signatures, and booking documentation are complete and accurate to support timely renewals and billing. • Strengthen Negotiation and Contract Terms • Make contract duration a consistent part of renewal discovery and negotiation. Coach the team to position multi-year agreements around customer priorities, demonstrated value, and appropriate commercial incentives. • Balance retention, pricing, contract length, and payment terms when evaluating renewal options. Ensure concessions are purposeful and follow approval guidelines. • Inspect renewal term trends, including weighted average term length, and use deal-level context to identify where coaching or process changes can improve results. • Partner with Account Management on expansion opportunities identified during renewal conversations, providing clear qualification, customer context, and a coordinated next step. • Maintain an Accurate Forecast and Act on Risk • Own the team’s renewal forecast, ensuring projected outcomes, amounts, timing, and risks are supported by current customer information and clear next steps. • Run regular pipeline and risk reviews that identify stalled deals, changes in customer intent, and gaps in execution early enough to act. • Maintain accurate Salesforce records, including renewal stages, contract terms, decision-makers, notice dates, and reasons for churn or contraction. • Report performance trends and forecast changes to leadership with clear explanations, recommended actions, and support needed. • Analyze results by rep, customer segment, and renewal timing to identify repeatable practices and targeted improvement opportunities. • Coordinate Across the Customer Organization • Partner with Customer Success to bring customer outcomes, adoption, executive relationships, and unresolved concerns into renewal planning. • Work with Finance, Legal, Deal Desk, and Operations to resolve contractual or process barriers and maintain commercial discipline. • Improve renewal workflows, playbooks, and reporting. Use automation and AI where they can reduce administrative work and help the team focus on customer conversations and deal execution.
Benefits
• $129,500 • $45,325 Commission • In the spirit of pay transparency, we share the OTE, which is made up of target base compensation and a commissions target. We believe in the importance of pay equity and as such sales compensation is structured by role level and account segment; your OTE is set for your specific position and is not subject to negotiation. In addition to base and variable compensation, we offer a comprehensive total rewards package. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please note: Payscale's Talent Team set up limits on the number of times candidates can apply. The following limits apply to all roles at Payscale: • Candidates may not apply more than 3 times in 60 days to any job within a similar scope. • Candidates may not reapply to the same role within 90 days if not presented with an offer • Please enter your full legal name. • Please enter your preferred name. • Please enter your personal email address. • Please upload your document (preferably as a PDF file). • or drag and drop here • Please enter the link to your LinkedIn profile. • Please enter your personal phone number. • Please include your legal street address • City that you live in • State or province that you live in • Country that you live in • This includes OPT & H1B visas. • If yes, please enter their name. • Cover Letter, Portfolio, Projects, etc • Is there anything else you’d like us to know about you? • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • I prefer not to answer • Another Gender Identity • Heterosexual / straight • Person with disability • Refugee or immigrant • None of the above • Yes I am in active military • Yes I am a veteran • No I am neither in active military or a veteran • Payscale may use Artificial Intelligence with this application. Learn more.
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