Job Description
The Renewals Manager is responsible for driving customer retention across Pigment’s scaled segment by owning the end-to-end renewal lifecycle. This role blends commercial acumen with customer insight, ensuring customers continue to see value in Pigment while navigating contractual discussions with confidence and precision. You will partner closely with Customer Success, Sales, and Legal to mitigate risk, forecast renewals, and execute a consistent, scalable renewal motion.
Responsibilities
Responsibilities:
Manage the full renewal process across a high-volume portfolio, including forecasting, commercial discussions, objection handling, and contract execution.
Analyze customer health, product adoption, and stakeholder sentiment to proactively identify churn risks and create mitigation plans.
Collaborate with Customer Success Managers and Account Executives to ensure alignment on customer strategies, account history, and value realization narratives.
Prepare renewal proposals, negotiate pricing and contract terms within approved guardrails, and follow internal approval workflows.
Maintain accurate renewal data in CRM and reporting systems, ensuring predictable forecasting and identification of systemic risks.
Partner with Sales and Finance to optimize commercial structures for multiyear commitments, expansions, or right-sizing.
Contribute to the creation and evolution of scalable renewal playbooks, templates, and operational processes.
Success Metrics:
Renewal rate and gross revenue retention across assigned accounts.
Forecast accuracy for upcoming renewals.
Reduction in churn risk through early identification and mitigation planning.
Operational excellence metrics (ex. deal cycle times, documentation completeness).
Contribution to scalable renewal processes, playbooks, and best practices.
What We Offer:
How We Work:
Requirements
Minimum Requirements:
3+ years of experience in renewals, account management, customer success, or a commercial-facing SaaS role.
Strong negotiation skills and comfort navigating commercial conversations with customers at multiple levels.
Demonstrated ability to interpret customer health signals, product usage insights, and business risk indicators.
Proven ability to manage a large volume of accounts with competing priorities and tight deadlines.
Strong command of CRM tools (ex. Salesforce) and experience with renewal forecasting.
Preferred Qualifications:
Experience in high-growth SaaS, especially with scaled or pooled Customer Success models.
Familiarity with planning, FP&A, or data/analytics products.
Experience collaborating with Legal teams on contract redlines and exceptions.
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