Senior Director - Customer Renewals and Revenue Growth

Senior Director, Renewals

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Senior Director, Renewals is a lead role in the Customer Success and Growth organization at Salesforce.   The Senior Director is responsible for leading one or multiple teams of renewal professionals dedicated to protecting and growing revenues in their designated territory.  The Senior Director is  responsible for leading the vision and strategy for their team’s activities, including, identifying and forecasting attrition risk, design and execution of renewals strategy in territory and working with leaders in Sales and Customer Success.

The successful candidate will have excellent communication and Interpersonal skills, a strong understanding of Salesforce products and culture and previous experience in a leadership role. The Senior Director, Renewals is responsible for ensuring that their teams are focused on minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities and passing their findings and data insights back to the business.  Senior Directors are responsible for ensuring that their team and their customers are set up for success while maximizing the financial results for Salesforce.

RESPONSIBILITIES: 

• Lead one or multiple teams of dedicated renewals professionals.

• Initiates and develops strong alignment with key stakeholders at the executive level in order to influence other teams to help to shape policy/process, identify gaps and proactively address them.

• Support direct reports by participating and leading in client meetings and engaging other corporate resources as required.

• Be a trusted advisor to Sales and Customer Success leadership in your territory.

• Ongoing mentoring and development of Renewals team

• Build a Monthly meeting cadence with Sales and Customer Success leadership within your territory 

• Weekly forecast meetings with the team to drive forecasting excellence and accuracy.

• Develop and educate on best practice across the team

• 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 ensuring that their team is playing an active role on the extended account team and helping to identify incremental opportunities upon contract renewal.

• Own, drive and manage the renewals process in collaboration with internal stakeholders .

• Take a lead role in collaborating with internal resources (Competitive Intelligence, Pricing, Product Management,  Customer Success, Account Executives, etc...) to develop comprehensive 'win' strategies for renewals.

• Ensure that your team is effectively Identifying customer requirements, uncovering roadblocks, and demonstrating strong account management and commercial capabilities to drive their  renewal events to on-time closure and customer success

• Provide executive management with complete visibility to renewals and solicit executive involvement as required.

• Communicate risk clearly and take the lead in developing resolution strategies.

• Accurately maintain and accurately forecast a rolling 120 day forecast of renewals in your territory.

• Ensure that your team adheres to best practices for all internal processes including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations and Forecasting

•  Ensure your team achieves financial and strategic targets for minimizing attrition, positioning favorable terms and boosti ng incremental revenue via up-sells, cross-sells and add-ons

• Develop your team or teams in terms of mentorship, knowledge, confidence and career paths, engage in regular 1:1’s with all employees in your team.

• Assist in the annual renewal planning process for the team(s), including the calculation of annual renewal rates, term length and price increase targets. 

REQUIRED SKILLS/EXPERIENCE: 

• 20 or more years of demonstrated success in a Sales, Operations, or Account Management capacity with a strong focus on negotiating contracts.

• Previous experience of leading, developing and mentoring a team for success

• Proven track record of overachievement of quota and KPIs

• Strong organizational, operational and analytical skills

• Demonstrated ability to effectively articulate the Salesforce value proposition

• Possess exceptional  negotiation skills that allow for value-based contract negotiations at the CXO level and be an effective mentor to pass these skills to your team via regular training and coaching sessions..

• 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.com essential.

• Ability to manage, analyze and track data for a sophisticated and often complex renewal cycle

• Ability to work in a fast-paced and an 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.com 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.

• Possess solid negotiation skills that allow for value-based contract negotiations at the CXO level 

• Experience negotiating complex multi-year services contracts 

LEADERSHIP QUALITIES :

• PASSION: Passionate about Customer Success and developing people

• BEGINNERS MIND: Always learning, approaches each interaction with an open mind, great listener, and hands-on

• URGENCY: Ability to move fast and drive business value and results

• OHANA: Embodies the Aloha culture: A team player whom everyone enjoys working with and has a generous heart

• TRUST: Trusts in the company's core values

• ADAPTABLE: Thrives in high levels of uncertainty and change

• EMPOWERING: Creates an environment where team members can grow and succeed

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

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Experience Level

Senior Level