Renewal Manager

The role anchors a small, three-person client services team, owning the contract administration and renewal workflows that keep every renewal on track while personally managing a book of accounts. This role coordinates renewal and contract processes on behalf of the Account Directors on the team - tracking renewal timelines, keeping renewal tasks moving, and maintaining rigorous Salesforce documentation - and monitors the broader account base for retention risk so nothing slips before it becomes churn.

This role also serves as the personal account manager for a dedicated book of clients. These are largely on-demand accounts that require less outbound engagement and are primarily supported by marketing programs, so the emphasis is on responsive, high-quality client support: renewal conversations, onboarding and training support for client users, and value positioning at renewal time. The role is client-facing, though to a lesser degree than a traditional high-volume account management role.

This role reports into the Revenue Operations team and works closely with Sales Leadership, Client Success, and Finance.

Core Functions of the Role

• Own contract administration and renewal workflows for the team. Manage the renewal calendar across the team’s accounts; review upcoming renewals and auto-renewals ahead of deadlines; keep the team’s Account Directors on task through each stage of the renewal process; partner with Revenue Operations on contract updates and amendments; and upload executed agreements to SharePoint.
• Monitor accounts for retention risk. Track engagement and usage signals across the team’s account base, flag churn risk early to the Account Directors and leadership, and partner with Client Success to use client usage patterns to strengthen the business case for renewal.
• Personally manage a book of on-demand accounts. Serve as account manager for a book of clients who are largely marketing-supported and need less outbound engagement - owning their renewals, auto-renewals, account planning, pricing conversations (including price increases and client pushback), and Salesforce opportunity updates and notes.
• Provide client onboarding and training support. Deliver onboarding and training support to client users, partnering with Client Success to activate new users within a client license and position product value with client decision-makers.
• Maintain strong documentation practices. Document all renewal conversations in Salesforce, keep account status, opportunity, and risk transparent to sales leadership, and ensure appropriate client billing contacts with any liaison needed with Finance.
• Support healthy account practices. Collaborate with Client Success on account hygiene - activating and deactivating users, identifying accounts unassigned to Client Success, and surfacing upsell opportunities within the book.

About You

• 2+ years of contract administration or renewal management experience (required), ideally in a B2B subscription business model.
• A background in client success management is a strong plus, though not required.
• Comfortable keeping others on task - you can coordinate workflows across teammates, track deadlines, and follow up persistently and diplomatically.
• Detail-oriented documentation practices and strong Salesforce account hygiene that ensure transparency on account status, opportunity, and risk.
• Client-focused communication skills, including value positioning, handling renewal pushback, and navigating cancel conversations with professionalism.
• Highly organized, with the ability to manage a personal book of accounts alongside team-wide renewal workflows.
• Bachelor’s degree in Business Administration, Public Policy, Marketing, or a related discipline, or equivalent experience.
• Comfortable working effectively in a remote environment.