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Make experiences flow.
Director, Renewal Management, CX
Location
United States
Posted
118 days ago
Salary
0
Seniority
Lead
Job Description
Director, Renewal Management, CX
NICE
• Own the global renewal strategy, processes, and playbooks to ensure timely, accurate, and high-value renewals. • Serve as an executive-level renewal leader for strategic and complex accounts, engaging directly with customers to align on value, address objections, and secure successful contract outcomes. • Mentor and coach Renewal Managers on deal strategy for specific renewals, including stepping in to help manage negotiations where required. • Personally lead or support customer negotiations for high-risk, high-value, or escalated renewals, including multi-year and enterprise agreements. • Develop segmentation frameworks to tailor renewal motions based on customer value, lifecycle stage, and risk level. • Collaborate cross-functionally with Customer Success, Sales, Finance, and Legal to streamline negotiation, pricing, discounting, and contract flow and secure appropriate approvals. • Build and maintain renewal dashboards, KPIs, and predictive forecasting models for churn risk and GRR projections. • Monitor renewal performance against targets and drive continuous improvements in process, tooling, and efficiency. • Provide executive-level reporting with insights, risk analysis, and mitigation plans. • Partner with Customer Success to identify at-risk accounts early and implement structured intervention plans. • Oversee standardized renewal engagement cadence and communications to customers. • Influence product and service improvements based on renewal feedback, win/loss insights, and customer trends. • Lead and grow a high-performing renewal management team, including Renewal Managers and Analysts. • Develop a commercially strong, customer-facing renewal organization capable of handling complex negotiations with confidence. • Set clear objectives, coach for performance, and foster a culture of accountability, collaboration, and customer-centricity. • Partner with operational teams to drive automation and workflow optimization in quoting and renewal management systems to streamline renewal motions. • Partner with Operations to enhance data accuracy, contract management, and reporting infrastructure. • Ensure compliance with pricing policies and contractual terms.
Job Requirements
- 10+ years of experience in SaaS renewals, customer success, account management, or revenue operations.
- 5+ years managing renewal or recurring revenue teams in a high-growth SaaS environment.
- Proven experience negotiating customer contracts and renewal terms directly with enterprise customers.
- Strong command of SaaS financial models: GRR, NRR, churn, expansions, and forecasting.
- Demonstrated success building scalable renewal processes and exceeding retention targets.
- Experience with CRM, CPQ, and contract management systems (Salesforce preferred).
- Exceptional analytical, customer-facing negotiation, and executive communication skills.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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