Manager/Director, Client Retention & Renewals

Job not on LinkedIn

🔥 4 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Medsuite Inc

WebsiteLinkedInAll Job Openings

1 - 10 employees

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare Insurance • SaaS • HealthTech

Medsuite Inc. is a digital platform designed to streamline healthcare management and improve patient care. It provides tools for healthcare providers to manage patient records, appointments, and communications efficiently, all while prioritizing user-friendly access for patients and providers alike.

📋 Description

• Own and drive the company's overall client retention and renewals strategy, with accountability for NRR, gross renewal rate (GRR), and expansion revenue targets • Build, lead, and mentor a team of Retention Managers and Renewal Specialists, establishing performance standards, career development paths, and coaching cadences • Serve as the executive sponsor for high-value and strategically critical accounts, including direct engagement in escalation resolution and renewal negotiations • Partner with the business stakeholders to define retention targets, report performance, and align retention initiatives with portfolio growth goals • Establish and continuously refine the retention and renewals operating model, including playbooks, escalation frameworks, forecasting methodology, and QBR standards • Oversee the full renewal lifecycle across all tiers of the book of business, ensuring every renewal is initiated 90+ days in advance and progresses through a disciplined commercial process • Lead commercial negotiations on complex, high-value, or multi-year renewal agreements in collaboration with Sales, Legal, and Finance • Develop tiered renewal strategies that differentiate approach by account size, health score, and strategic value • Build and maintain a renewal forecast model with ±5% accuracy; present monthly to VP of Client Success and quarterly to the executive team • Define and own the risk management framework — including early warning indicators, red-account protocols, and cross-functional intervention plans • Leverage Gainsight to build and optimize health score models, lifecycle journeys, automated playbooks, and risk CTAs across all client segments • Collaborate with Product, Implementation, and Support to identify systemic churn drivers and lead cross-functional remediation initiatives • Analyze win/loss and churn data to surface patterns, present findings to leadership, and continuously close retention gaps • Design and deliver executive-ready retention dashboards and KPI reporting for internal leadership, PE board packages, and investor updates • Establish data hygiene and CRM standards that ensure renewal pipeline accuracy and consistent forecasting • Partner with Revenue Operations to align retention metrics with company-wide ARR and revenue reporting

🎯 Requirements

• 7+ years of experience in client success, renewals, or account management in a B2B SaaS company • Proven track record of owning and exceeding NRR targets (105%+) across a multi-million dollar book of business • Expert-level proficiency with Gainsight — including health score configuration, playbook design, renewal CTAs, journey orchestration, and reporting • Demonstrated experience negotiating complex, high-value SaaS renewals and expansions with C-suite stakeholders • Strong executive presence and communication skills; able to present with authority to PE sponsors and board-level audiences • Analytical fluency — comfortable with ARR waterfall models, churn cohort analysis, and retention forecasting • Experience managing and developing high-performing teams in a fast-paced, metrics-driven environment • Knowledge, Skills, and Abilities: Experience in healthcare technology or revenue cycle management (RCM) — familiarity with Ventra Health's core service lines is a strong advantage

🏖️ Benefits

• Ventra performance-based incentive plan • Referral bonus