Remote Renewals Leader — Customer Retention

Ladders; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Remote-first

Learning & development

ERGs

Volunteer hours

Paid time off

Health benefits

401(k) match

Parental leave

Remote work stipend

Job summary

Ladders is seeking a Manager of Customer Renewals to guide a remote renewals team across the US. You will drive retention and revenue protection through proactive customer engagement and effective renewal planning.

You will coach Renewal Managers, manage complex negotiations, and forecast renewals to optimize outcomes, partnering with Customer Success and Account Management to improve workflows and the renewal experience.

Qualifications

• 3+ years of experience in SaaS renewals or customer success roles.
• Experience managing a customer-facing team.
• Proven track record of meeting retention and revenue goals.
• Strong commercial judgment in negotiations and contract assessments.
• Proficiency with Salesforce or similar CRM systems.

Responsibilities

• Lead and coach Renewal Managers to support performance improvement and professional development.
• Own team performance against retention and renewal targets.
• Ensure proactive customer engagement and timely renewal planning.
• Manage complex customer negotiations and escalations effectively.
• Maintain an accurate team renewal forecast with actionable insights.
• Coordinate renewal efforts across Customer Success and Account Management.
• Enhance renewal processes through improved workflows and automation.

Skills

SaaS renewals

Customer success

Team leadership

Contract negotiations

Communication

Tools

Salesforce

Job description

Ladders is seeking a Manager of Customer Renewals to guide a remote renewals team across the US. You will drive retention and revenue protection through proactive customer engagement and effective renewal planning.

You will coach Renewal Managers, manage complex negotiations, and forecast renewals to optimize outcomes, partnering with Customer Success and Account Management to improve workflows and the renewal experience.