Customer Renewals Manager

Payscale, Inc.; United States; Remote; USD 140,000 - 170,000; Full time

Benefits offered by this job

Flexible PTO

Paid holidays and floating holidays

Paid parental leave (16 weeks)

Job summary

Payscale, Inc. is seeking a Manager of Customer Renewals to lead a team responsible for achieving retention targets and protecting recurring revenue.

You will coach Renewal Managers, coordinate with Customer Success and Account Management, and manage renewal negotiations end-to-end. Ideal candidates will have SaaS renewals leadership experience, strong commercial judgment, and the ability to optimize renewal processes with data-driven insights.

Qualifications

• Experience leading a customer-facing team and coaching performance.
• Proficiency with Salesforce or a comparable CRM and reliable record-keeping.
• Strong ability to assess pricing, duration, concessions, and customer risk.

Responsibilities

• Lead Renewal Managers to meet monthly, quarterly, and annual retention targets.
• Coach team through discovery, negotiation, and closing of multi-year SaaS renewals.
• Own renewal forecasts and manage pipeline with timely risk reviews.
• Partner with Customer Success and Account Management to align renewal plans and expansion opportunities.
• Maintain accurate renewal records in Salesforce and document rationale for changes.

Skills

Team leadership

Salesforce

Renewals management

Forecasting & analytics

Tools

Salesforce

Job description

• The Customer Renewals team helps customers continue and grow their partnership with Payscale. We lead renewal conversations that connect customer value with commercial terms, protect recurring revenue, and build long-term commitments
• The Manager of Customer Renewals leads a team of Renewal Managers responsible for achieving monthly, quarterly, and annual retention and renewal targets. This leader combines hands‑on coaching with strong commercial judgment, ensuring the team engages customers early, manages risk proactively, negotiates effectively, and maintains an accurate forecast
• You will partner closely with Customer Success and Account Management to build coordinated account strategies. Renewal Managers own renewal negotiations and execution, Customer Success leadscustomer value and relationship management, and Account Management leads expansion opportunities
• 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
• 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
• 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
• 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
• Partner with Customer Success to bring customer outcomes, adoption, executive relationships, and unresolved concerns into renewal planning
• Establish clear responsibilities and customer communication plans with Customer Success and Account Management
• 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

• Flexible paid time off (PTO)
• Paid holidays and floating holidays
• 16 weeks paid parental leave
• Company-sponsored volunteer hours
• Complimentary days off based on meeting company goals
• Comprehensive medical, dental, and vision, covered up to 100% by Payscale
• Life and disability insurance, covered up to 100% by Payscale
• Employee assistance program
• Flexible spending account
• Infertility benefits
• Company matched and immediately vested 401k
• Paid development hours
• Learning and development opportunities
• Regular pportunities to meet with executive leadership
• Annual remote work stipend for wellness or home office equipment

Qualifications

• Experience managing or formally leading a customer-facing team, with demonstrated ability to coach performance and develop talentProficiency with Salesforce or a comparable CRM, with a strong commitment to accurate records and consistent processesExperience managing pipelines and forecasts, with the ability to explain changes and translate data into actionStrong commercial judgment, including experience evaluating pricing, contract duration, concessions, and customer risk3+ years of experience in SaaS renewals, account management, customer success, or a related commercial roleClear communication and problem‑solving skills, including the ability to navigate escalations and coordinate across functionsA track record of meeting retention or revenue goals and managing customer negotiationsStrong organizational skills and the ability to manage competing priorities across a portfolio of renewalsExperience negotiating multi‑year SaaS agreements and improving renewal processes is preferred