Small Business Renewal & Growth Manager

Diligent; Washington (District of Columbia); Hybrid; USD 65,000 - 75,000; Full time

Job summary

Diligent is seeking a Small Business Account Manager to oversee a portfolio of 70–90 SMB customer accounts, focusing on renewals, retention, and expansion opportunities.

You will own the end-to-end renewal process, collaborate with implementation, support, and specialists, and drive Net Dollar Retention by cross-sell and upsell while maintaining accurate CRM data. The role is based in Washington, DC area with a hybrid work model and a strong emphasis on customer success and revenue growth.

Qualifications

• 2+ years of experience in Account Management, Customer Success, Renewals, or Inside Sales, preferably SaaS or subscription-based.
• Proven ability to manage a portfolio of accounts while achieving retention and revenue growth targets.
• Strong customer-first mindset balancing advocacy and commercial outcomes.
• Experience leading renewal conversations including pricing, negotiation, and contract execution.
• Identify customer needs and uncover expansion opportunities via cross-sell and upsell.
• Excellent collaboration across customer-facing and cross-functional teams.
• Strong communication, organizational, time management, and follow-through skills.
• Able to manage multiple priorities in a high-volume, fast-paced environment.

Responsibilities

• Manage a portfolio of approximately 70–90 SMB customer accounts.
• Own end-to-end renewal process including planning, forecasting, engagement, negotiation, and contract execution.
• Drive Net Dollar Retention by cross-sell and upsell within existing base.
• Build trusted relationships with key stakeholders to understand objectives and growth opportunities.
• Collaborate with implementation, support, and subject matter experts to deliver seamless experience.
• Monitor account health, identify churn risks and develop action plans.
• Conduct regular business reviews focused on value, adoption, renewal readiness, and expansion.
• Maintain accurate account, pipeline, renewal, and forecast data in CRM.
• Work cross-functionally to remove blockers and ensure timely resolutions.
• Meet or exceed renewal, retention, cross-sell, upsell, and revenue targets.

Skills

Account Management

Customer Success

Renewals

Negotiation

Cross-sell

Upsell

Communication

Tools

Salesforce

Job description

Diligent is seeking a Small Business Account Manager to oversee a portfolio of 70–90 SMB customer accounts, focusing on renewals, retention, and expansion opportunities.

You will own the end-to-end renewal process, collaborate with implementation, support, and specialists, and drive Net Dollar Retention by cross-sell and upsell while maintaining accurate CRM data. The role is based in Washington, DC area with a hybrid work model and a strong emphasis on customer success and revenue growth.