Small Business Renewal & Growth Manager

Diligent-14787b60; Washington (District of Columbia); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Medical, dental and vision coverage

Retirement savings programs

Paid time off

Job summary

Diligent is seeking a Small Business Account Manager in Washington, DC to own the renewal lifecycle for 70–90 SMB accounts, drive renewals, and uncover expansion opportunities. You will collaborate with implementation, support, and product teams to maximize value and reduce churn.

The ideal candidate has 2+ years in account management or renewals within a SaaS environment, with a customer-first mindset and strong organizational skills.

Qualifications

• 2+ years of experience in Account Management, Customer Success, Renewals, or Inside Sales, preferably within a SaaS or subscription-based business.

Responsibilities

• Manage a portfolio of approximately 70–90 Small Business customer accounts.
• Own the end-to-end renewal process, including renewal planning, forecasting, customer engagement, negotiation, and contract execution.
• Drive Net Dollar Retention (NDR) by identifying and executing cross-sell and upsell opportunities within the existing customer base.
• Build trusted relationships with key customer stakeholders to understand business objectives, product usage, risks, and growth opportunities.
• Partner with implementation, customer support, and subject matter experts to deliver a seamless customer experience throughout the customer lifecycle.
• Monitor account health, proactively identify churn risks, and develop action plans to improve customer outcomes and retention.
• Conduct regular business reviews focused on customer value, adoption, renewal readiness, and expansion opportunities.
• Maintain accurate account, pipeline, renewal, and forecast data within CRM systems.
• Collaborate cross-functionally to remove customer blockers and ensure timely resolution of issues.
• Meet or exceed renewal, retention, cross-sell, upsell, and revenue performance targets.

Skills

Account management

Customer success

Renewals

Inside sales

SaaS

Job description

Diligent is seeking a Small Business Account Manager in Washington, DC to own the renewal lifecycle for 70–90 SMB accounts, drive renewals, and uncover expansion opportunities. You will collaborate with implementation, support, and product teams to maximize value and reduce churn.

The ideal candidate has 2+ years in account management or renewals within a SaaS environment, with a customer-first mindset and strong organizational skills.