Customer Success Manager

Renewals Manager

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Job Category

Customer Success

Job Details

About Salesforce

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Renewals is a lead role in the Customer Success and Growth organization at Salesforce. The Renewal Manager is responsible for managing accounts to protecting and growing revenues in their designated territory. The Renewal Manager is responsible for driving the execution of activities within the account, including identifying and forecasting attrition risk, designing and executing renewals strategy in territory, and collaborating with Sales and Customer Success teams.

The successful candidate will have excellent communication and interpersonal skills, a strong understanding of Salesforce products and culture, and previous experience in a customer-facing or renewals role. The Renewal Manager is responsible for minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities, and sharing findings and data insights back to the business. Renewal Managers are responsible for ensuring that their customers are set up for success while maximizing financial results for Salesforce.

RESPONSIBILITIES:

Own, drive and manage the renewals process in collaboration with internal stakeholders.
Initiate and develop strong alignment with key stakeholders to influence policy/process, identify gaps and proactively address them.
Be a trusted advisor to Sales and Customer Success in your territory.
Build and maintain a regular meeting cadence with Sales and Customer Success within your territory.
Participate in forecast meetings to drive forecasting excellence and accuracy.
Achieve or exceed attrition and uplift targets.
Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting and enhancing customer trust.
Maximize account growth opportunities by playing an active role on the extended account team and helping to identify incremental opportunities upon contract renewal.
Collaborate with internal resources (Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, etc.) to develop comprehensive 'win' strategies for renewals.
Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal events to on-time closure and customer success.
Provide management with complete visibility to renewals and escalate executive involvement as required.
Communicate risk clearly and take the lead in developing resolution strategies.
Accurately maintain and forecast a rolling 120-day forecast of renewals in your territory.
Adhere to best practices for all internal processes including Opportunity Management, Data Quality and accuracy, Quotations and Forecasting.
Meet financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons.
Assist in the annual renewal planning process, including the calculation of annual renewal rates, term length and price increase targets.

REQUIRED SKILLS/EXPERIENCE:

5 or more years of demonstrated success in a Sales, Operations, or Account Management capacity with a strong focus on negotiating contracts.
Proven track record of overachievement of quota and KPIs.
Strong organizational, operational and analytical skills.
Demonstrated ability to effectively articulate the Salesforce value proposition.
Exceptional negotiation skills that enable value-based contract negotiations at the CXO level.
Excellent financial acumen, process and policy management skills.
Strong customer management skills including soft skills. Ability to demonstrate a strategic mindset to enable persuasive conversations with customers.
Experience with Salesforce essential.
Ability to manage, analyze and track data for a sophisticated and often complex renewal cycle.
Ability to work in a fast-paced and often rapidly changing environment.
Bachelor's Degree.
Must be able to travel 3–5 times a year to attend team meetings.

DESIRED SKILLS/EXPERIENCE:

Knowledge of Salesforce product and platform features, capabilities, and best use.
Experience negotiating complex multi-year services contracts.
Experience with an enterprise CRM or customer service application.
Ability to manage transactions through different stages using technology.
Solid negotiation skills that allow for value-based contract negotiations at the CXO level.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

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Experience Level

Mid Level