Manager of Customer Renewals

Payscale, Inc.; Northern (KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Payscale, Inc. is seeking a Manager of Customer Renewals to lead a team responsible for renewal negotiations, retention metrics, and account stewardship. You will partner with Customer Success and Account Management to align value with terms and drive recurring revenue.

The role requires hands-on coaching, strategic planning, and proactive risk management to protect revenue and nurture long-term customer relationships.

Qualifications

• Experience leading renewal teams and driving churn reduction.
• Proven ability to coach and develop managers and teams.
• Strong negotiation and deal-closure capabilities.

Responsibilities

• Lead and develop Renewal Managers to achieve retention targets.
• Own renewal planning and customer engagement before contract expiration.
• Coach teams to address cancellations and protect revenue.
• Lead complex negotiations and coordinate internal partners.
• Ensure agreements and booking docs are accurate for renewals.

Skills

Leadership

Negotiation

Coaching

Forecasting

Job description

About Payscale

Payscale is the pioneer of compensation intelligence, helping organizations make smarter pay decisions that drive business performance. For more than 20 years, Payscale has combined trusted market data with AI-powered technology to deliver actionable insights that turn pay from a cost into a catalyst for growth. The Payscale Intelligence Cloud portfolio of solutions — Ascent, JobNav, and Paycycle — empower top companies and businesses like Cintas, Leidos, Chipotle, Ohio State University, and TJX Companies.

Create confidence in your compensation. Payscale.

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.

Job Summary

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.

What You'll Do

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