Manager, Customer Service​/HelpDesk

Position: Renewals Manager
The Opportunity:

Renewals Manager

Life Loop is hiring a Renewals Manager to own recontracts, manual renewals, dispositions, and replacement orders, work that has been split across our CSMs and account managers. Owning it centrally frees CSMs to focus on strategic, value, and adoption conversations, and frees account managers to focus on expansion and growth deals.

What to Expect in the Role

The Renewals Manager owns the renewal motion for dispositions (i.e., M&A of customer communities), manual renewals, recontracts, and replacement orders, working alongside CSMs and account managers across every segment.

• Own upcoming dispositions, manual renewals, recontracts/consolidations, and replacement orders across all current customer segments including Strategic, Enterprise, Mid-Market, and SMB.
• Begin work 180+ days before each renewal date, and keep a clear view of the next 90 to 180 days of upcoming renewals.
• Move customers off legacy contracts to current, more favorable terms including pricing, payment, products, and term length.
• Lead renewal, contract, and pricing negotiations with customers.
• Help shape Life Loop's renewal uplift percentages and strategy.
• Maintain a weekly opportunity forecast and SFDC data hygiene for all renewals, dispositions, and manual renewals.
• Assist with monthly and quarterly renewals and disposition forecasting.
• Partner with CSMs to flag priority accounts each quarter, and make sure you have the right customer contacts for renewals and dispositions.
• Work with account managers on upcoming renewals so they can spend their time on expansion and growth deals.
• When a disposition or manual renewal does not result in a recontract, partner with the CSM to process cancellation requests properly and explore potential contract saves.
• Join the high-risk and churn meetings with ELT, SLT, and CS leadership, and raise renewal risk early.
• Use AI tools to develop more efficient methods of customer outreach, value positioning, and forecasting for renewals and dispositions.
• Assist with quoting hardware replacement orders on an as-needed basis.
• Communicate clearly and proactively with customers, internal partners, and leadership on status, risks, and next steps.

Performance Expectations

• We expect the Renewals Manager to help the company protect and grow recurring revenue, with numeric targets set in the annual variable compensation plan.
• Meet or exceed renewal bookings targets (renewals quota)
• Manage manual renewals 180+ days ahead of the renewal date
• Work to recontract dispositions within the 30-day recontract policy window
• Partner with the account teams (CSMs and AMs) on large account opportunities to close renewals and support expansion growth
• Maintain a weekly forecast with a high level of accuracy
• Move legacy contracts to current, more favorable terms
• Deliver renewal pricing and uplift outcomes through effective contract and pricing negotiation
• Close a high percentage of renewals on time or ahead of schedule
• Document status, risks, and next steps on every upcoming renewal in Salesforce
• Maintain consistent hand-offs with CSMs and account managers, so CSMs stay focused on adoption and value and account managers stay focused on expansion

30/60/90 Onboarding Plan

By day 90, the Renewals Manager owns a defined set of renewals and dispositions and runs the bi-weekly forecast.

First 30 days

• Life Loop orientation (HR and compliance)
• Value story certified
• Life Loop product orientation
• Learn Life Loop's renewal, disposition, and recontract processes, contract types, and legacy terms
• Review systems, tools, and processes
• Meet all members of the SLT and ELT
• Scheduled 1:1s with all CSMs and AMs
• Join current renewals and risk calls

31 to 60 days

• Shadow customer calls, including renewal and disposition conversations and risk discussions
• Review and plan for upcoming renewals with CSMs and account managers
• Work first renewals and dispositions with oversight
• Renewal assignments finalized by the Sr. Director, Customer Success (will be assigned sooner if available)
• Variable comp plan issued (timing to confirm with HR)

61 to 90 days

• Renewal intros begin (if not completed already)
• Maintain the bi-weekly disposition and manual renewal forecast
• Discuss accounts during risk, renewal, and other team meetings
• 90-day retrospective / Q