Job Description Summary

The Renewals Account Manager (RAM) is responsible for managing a defined portfolio of recurring software renewal ARR, ensuring high Gross Revenue Retention (GRR), on-time renewals, and accurate forecasting. This role is a key enabler of the company’s transition to an ARR-driven subscription business and positions renewals as a proactive, value-driven customer lifecycle touchpoint.
The RAM operates as part of the RevOps model, working closely with Sales, Customer Success, Channel Management, Renewals O2C, and RAM Ops. Success is measured at portfolio level, not by individual transactions.

Job Description

Key Responsibilities

Renewal Portfolio Ownership

• Own end-to-end renewal management for a defined ARR portfolio.
• Drive proactive renewal engagement using standardized tiered cadences (T-x).
• Be accountable for portfolio-level GRR, renewal rate, and forecast accuracy.
• Identify renewal risks early and orchestrate mitigation plans with Sales and CSM.

Customer-Centric Renewal Experience

• Act as the primary renewal contact for customers/sales, ensuring clarity, predictability, and value-focused communication.
• Position renewals as strategic lifecycle conversations rather than transactional events.
• Anticipate risks, objections, and contractual complexities well ahead of renewal dates.
• Support lifecycle reviews and QBRs for strategic and at-risk accounts.

Collaboration & Expansion Enablement

• Work within the RAM–Sales–CSM collaboration model to ensure alignment and clarity.
• Identify expansion signals during renewal conversations and coordinate handoff to Sales or Channel Managers.
• Partner with RAM Ops on data quality and reporting improvements.

Forecasting, Systems & Data Quality

• Maintain accurate renewal pipelines and forecasts in SFDC.
• Ensure contracts, pricing logic, and renewal documentation are consistently captured.
• Support the transition to a single source of truth for renewals and ARR reporting.

GenAI & Continuous Improvement

• Actively use GenAI tools to improve productivity, insights, and customer communications (e.g., summaries, drafting, analysis).
• Identify opportunities to streamline processes and improve the renewals playbook.
• Participate in Lean initiatives for continuous improvement.

Required Qualifications

• 8+ years of experience in renewals, account management, commercial operations, or customer-facing roles in B2B software or SaaS.
• Experience managing recurring revenue or contract-based customer relationships.
• Strong analytical, organizational, and communication skills.

Language Requirements

• English: Mandatory (business fluent)
• Second language: Desirable – German, French, or Spanish (business fluent)

Desired Characteristics

• Strong ownership and accountability mindset.
• Comfortable operating in ambiguity and evolving operating models.
• Customer-centric, structured, and data-driven.
• Enthusiastic about leveraging GenAI and automation.
• Strong collaborator in global environments.

Additional Information