Client Success Renewal Manager

Role Overview

The Client Success Renewal Manager will lead the team responsible for the completion of subscription renewals, minimize churn, and identify expansion opportunities across Sage Intacct, Acumatica, and related product lines. This leader will set strategy, guide and support team members, and partner cross-functionally to ensure clients receive timely, accurate, and proactive service throughout the subscription renewal process. This role requires strong leadership, the ability to de-escalate and navigate difficult conversations, operational excellence, and the ability to build process efficiency to ensure timeline requirements and deliverables are met.

The ideal candidate is highly organized, client-centric, comfortable building accountability through ambiguity, and able to prioritize tasks to meet client needs.

• Evaluate, standardize, and continuously improve the renewal strategy and related processes to foster reduction of churn and maximize recurring revenue
• Drive completion of client renewals 90+ days from renewal date
• Oversee the accuracy of renewal quotes, ensuring consistent, high-quality output
• Work with internal and external partners to meet process requirements and ensure quality client outcomes
• Maintain strong rigor around renewal timelines and contract visibility via Salesforce
• Serve as a subject-matter expert on renewals processes and policy changes
• Support team members with complex renewals and client escalations
• Develop and monitor KPIs, including renewal rate, churn, expansion, and contraction

• 1+ years managing a team in Customer Success, Renewals, or SaaS function
• 2+ years in a client-facing communications role, preferably managing relationships
• Strong understanding of SaaS financials (ARR/MRR, churn, expansion revenue)
• Proven ability to build and optimize processes in a high-growth environment
• Experience working with Salesforce (or similar CRM) to manage workflows
• Exceptional communication skills and ability to work with senior leadership
• Strong problem-solving skills; ability to translate data into recommendations

• Experience with Sage Intacct, Sage 100 Contractor, Sage 300 CRE, Acumatica, or similar ERP/financial product
• Formal project management or process optimization training
• Experience designing processes and performance indicators for renewal roles

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Note:

Candidates must be authorized to work in the US or Canada; we cannot provide sponsorship at this time.