Manager/Director, Client Retention & Renewals
Location
United States
Posted
2 days ago
Salary
0
Seniority
Lead
Job Description
Manager/Director, Client Retention & Renewals
Medsuite Inc
• Own and drive the company's overall client retention and renewals strategy, with accountability for NRR, gross renewal rate (GRR), and expansion revenue targets • Build, lead, and mentor a team of Retention Managers and Renewal Specialists, establishing performance standards, career development paths, and coaching cadences • Serve as the executive sponsor for high-value and strategically critical accounts, including direct engagement in escalation resolution and renewal negotiations • Partner with the business stakeholders to define retention targets, report performance, and align retention initiatives with portfolio growth goals • Establish and continuously refine the retention and renewals operating model, including playbooks, escalation frameworks, forecasting methodology, and QBR standards • Oversee the full renewal lifecycle across all tiers of the book of business, ensuring every renewal is initiated 90+ days in advance and progresses through a disciplined commercial process • Lead commercial negotiations on complex, high-value, or multi-year renewal agreements in collaboration with Sales, Legal, and Finance • Develop tiered renewal strategies that differentiate approach by account size, health score, and strategic value • Build and maintain a renewal forecast model with ±5% accuracy; present monthly to VP of Client Success and quarterly to the executive team • Define and own the risk management framework — including early warning indicators, red-account protocols, and cross-functional intervention plans • Leverage Gainsight to build and optimize health score models, lifecycle journeys, automated playbooks, and risk CTAs across all client segments • Collaborate with Product, Implementation, and Support to identify systemic churn drivers and lead cross-functional remediation initiatives • Analyze win/loss and churn data to surface patterns, present findings to leadership, and continuously close retention gaps • Design and deliver executive-ready retention dashboards and KPI reporting for internal leadership, PE board packages, and investor updates • Establish data hygiene and CRM standards that ensure renewal pipeline accuracy and consistent forecasting • Partner with Revenue Operations to align retention metrics with company-wide ARR and revenue reporting
Job Requirements
- 7+ years of experience in client success, renewals, or account management in a B2B SaaS company
- Proven track record of owning and exceeding NRR targets (105%+) across a multi-million dollar book of business
- Expert-level proficiency with Gainsight — including health score configuration, playbook design, renewal CTAs, journey orchestration, and reporting
- Demonstrated experience negotiating complex, high-value SaaS renewals and expansions with C-suite stakeholders
- Strong executive presence and communication skills; able to present with authority to PE sponsors and board-level audiences
- Analytical fluency — comfortable with ARR waterfall models, churn cohort analysis, and retention forecasting
- Experience managing and developing high-performing teams in a fast-paced, metrics-driven environment
- Knowledge, Skills, and Abilities: Experience in healthcare technology or revenue cycle management (RCM) — familiarity with Ventra Health's core service lines is a strong advantage
Benefits
- Ventra performance-based incentive plan
- Referral bonus
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