Account Manager

The Renewals Account Manager is responsible for managing a high volume of transactional customer renewals across a defined book of business. This role focuses on executing timely renewals, maintaining strong customer relationships, and ensuring accurate contract management while identifying low-effort upsell or cross-sell opportunities. The ideal candidate thrives in a fast-paced environment, has exceptional attention to detail, and is motivated by efficiency, accuracy, and customer satisfaction.

Location:

San Francisco, CA

Seniority Level: Mid-Senior level

Employment Type:

Full-time

Job Function:
Sales and Business Development

Industry: Computer and Network Security

• Own the end-to-end renewal process for assigned accounts, including outreach, quoting, pricing validation, and contract execution.
• Manage 50–150 renewal transactions per quarter (volume may vary by segment and ARR band).
• Ensure renewals are processed in accordance with company policies, standard terms, and approval workflows.
• Track renewal dates, auto-renewal clauses, and customer notification periods to ensure timely communication.

• Serve as the primary point of contact for renewal-related inquiries.
• Conduct proactive outreach to customers 90–180 days before renewal to confirm intent, address concerns, and provide renewal quotes.
• Maintain high levels of customer satisfaction and retention by ensuring a smooth, professional renewal experience.

• Partner with Account Executives, Customer Success Managers, and Finance to ensure renewals align with the customer’s current usage and business needs.
• Escalate at-risk renewals early and collaborate with internal stakeholders on retention strategies.
• Identify low-effort upsell opportunities (e.g., term extensions, small add-ons) and hand off larger expansion opportunities to the appropriate sales resource.

• Maintain accurate data in Salesforce (or equivalent CRM) for renewal opportunities, quotes, and forecasting.
• Follow standardized renewal desk processes and SLAs to ensure speed and consistency.
• Meet or exceed key metrics such as renewal rate, on-time renewal percentage, and average days-to-close.

• Bachelor’s degree or equivalent work experience.
• 2+ years in account management, renewals, inside sales, or customer success experience within a SaaS or subscription-based business.
• Strong organizational and time management skills; proven ability to manage a large volume of transactions simultaneously.
• Excellent written and verbal communication skills.
• Experience with Salesforce CPQ, CRM, or similar quoting/contract tools preferred.
• Detail-oriented and data-driven; comfortable working with reports and metrics.
• Customer-first mindset with a focus on efficiency and accuracy.

Cyberhaven is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.