[Hiring] Senior Renewals Manager @Shift

Role Description

The Senior Renewals Manager will own renewal outcomes across our existing customer base and build the renewals function itself. Beyond managing a book of accounts, the Senior Renewals Manager owns the renewals playbook, serves as the escalation point for at-risk accounts, and is accountable for aggregate retention results reported to leadership. The role is scoped for an experienced customer success or account management leader and is expected to grow into leading the renewals team as headcount is added.

• Own renewal outcomes for the full account book, personally managing the highest-value and most complex accounts, including multi-year, multi-product, and enterprise renewals.
• Define, document, and own the renewals playbook: process standards, risk segmentation model, outreach timelines (starting at least 60 days prior to contract expiration), and the QBR cadence used across the function.
• Serve as the escalation point for at-risk accounts across the entire book, leading recovery and save plans on accounts at risk of non-renewal.
• Own aggregate renewal-rate and retained-revenue reporting to leadership, alongside an accurate rolling renewal forecast.
• Run Quarterly Business Reviews (QBRs) for larger enterprise accounts to review usage and adoption, surface risk early, and identify expansion opportunities.
• Take ownership of the account relationship at the point of sale, working from a close notes summary and a personal introduction from the Director of Sales, SaaS or Account Executive.
• Negotiate renewal terms and pricing within approved guidelines, including complex commercial terms on strategic accounts.
• Partner with the Director of Sales, SaaS on account handoffs and expansion opportunities within existing accounts, including upsells, added seats, or additional products, through at least a monthly sync.
• Mentor and onboard future renewals hires as the function scales, and help shape the hiring plan for the team.
• Document the reason behind each renewal win or loss and channel themes back to product and sales leadership to inform roadmap and go-to-market decisions.

Qualifications

• 3+ years of renewals, customer success, or account management experience in a SaaS or technology environment, including ownership of retention or renewal outcomes.
• Experience leading, coaching, or mentoring customer-facing team members, with the operational discipline to build repeatable processes and reporting.
• Strong negotiation and relationship-management skills, including experience with complex, multi-year or multi-product commercial terms and structured account reviews (QBRs) with enterprise-level customers.
• Comfort working with pricing, contracts, forecasting, and CRM systems, and confidence presenting retention metrics to senior leadership.
• Ability to manage a portfolio of accounts independently, without a dedicated Customer Success team supporting the relationship.
• Collaborative mindset for working closely with the Director of Sales, SaaS and Account Executive team on expansion opportunities.

Benefits

• Base salary range for this role is $95,000 to $110,000, depending on experience, plus commission on completed renewals.
• This is a remote position (U.S., Eastern or Central time zones preferred).