Renewals Manager - Customer Success

Key Responsibilities

• Manage the full renewal process across a high-volume portfolio, including forecasting, commercial discussions, objection handling, and contract execution.
• Analyse 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 realisation 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 optimise commercial structures for multiyear commitments, expansions, or right-sizing.
• Contribute to the creation and evolution of scalable renewal playbooks, templates, and operational processes.

Required Qualifications

• 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.
• Excellent written and verbal communication skills.
• 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.

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

• Competitive package
• Bike2work scheme – save on a new bike and gear while commuting the greener way
• Trust and flexible working hours
• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions

How We Work

• Thrive Together:  We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet
• Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day.  Delivering means building a passionate Pigment community
• Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission
• Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment
• Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organisations.