Manager – Customer Renewals

🕒 September 30

🇺🇸 United States – Remote

💵 $129.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 3%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 46 days.
• Jobs at this company usually fill in 36 days.

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Payscale

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2002

💼 Consulting

📣 Marketing

👥 HR Tech

💰 $7M Venture Round on 2011-07

Consulting • Marketing • HR Tech

Payscale is a compensation data and software company that provides cloud-based compensation management solutions to HR leaders and compensation teams. Their products (Marketpay, Payfactors, Paycycle) combine proprietary pay data (over 250 billion data points) and AI-powered analytics to deliver market pricing, pay equity, compensation planning, and pay transparency tools for organizations of all sizes. Payscale offers services including customer success, implementation, managed services, and training; they produce research reports, surveys, and tools (salary research, cost-of-living calculator) to support data-driven pay decisions. The company serves enterprise and global clients, including Fortune 500 companies, and supports both employers and job seekers with compensation insights.

📋 Description

• Lead and develop a team of Renewal Managers through one-on-ones, call reviews, and deal reviews • Set expectations for results, account planning, customer engagement, and follow-through • Address performance gaps through coaching and measurable improvement plans • Hire, onboard, and develop team members • Manage portfolio assignments and workload • Own retention, renewal completion, and commercial targets • Ensure renewal planning and customer engagement begin before contract expiration and notice deadlines • Coach strategies to address cancellations, contractions, and shorter-term requests • Lead complex negotiations and customer escalations • Ensure agreements, approvals, signatures, and booking documentation are complete and accurate • Coach multi-year agreement positioning and evaluate pricing, contract length, concessions, and payment terms • Inspect renewal-term trends and identify coaching or process improvements • Partner with Account Management on expansion opportunities • Own the team renewal forecast and maintain accurate projected outcomes, timing, amounts, and risks • Run pipeline and risk reviews • Maintain accurate Salesforce records • Report performance trends and forecast changes to leadership • Analyze results by representative, customer segment, and renewal timing • Coordinate account strategies with Customer Success and Account Management • Work with Finance, Legal, Deal Desk, and Operations to resolve contractual and process barriers • Improve renewal workflows, playbooks, and reporting using automation and AI where useful

🎯 Requirements

• 3+ years of experience in SaaS renewals, account management, customer success, or a related commercial role • Experience managing or formally leading a customer-facing team • Demonstrated ability to coach performance and develop talent • Track record of meeting retention or revenue goals and managing customer negotiations • Strong commercial judgment involving pricing, contract duration, concessions, and customer risk • Experience managing pipelines and forecasts and translating data into action • Proficiency with Salesforce or a comparable CRM • Clear communication and problem-solving skills for escalations and cross-functional coordination • Strong organizational skills and ability to manage competing priorities • Experience negotiating multi-year SaaS agreements and improving renewal processes preferred • Ability to work from an eligible U.S. location; Payscale is unable to hire in Hawaii

🏖️ Benefits

• Flexible paid time off • 14 paid company holidays, including 2 floating holidays • Medical, dental, life, vision, and disability insurance covered up to 100% by Payscale • Unlimited infertility coverage through medical plans • Supplemental health benefits for employees and families • 401(k) retirement program with fully vested immediate company match • 16 weeks of paid parental leave for birthing and non-birthing parents • Health Savings Account options and company contributions • Flexible Spending Account options • Annual remote work stipend for wellness or home office equipment • Continued learning and development opportunities • Executive leadership exposure through AMAs • Employee Resource Groups • Company-sponsored volunteer hours • Flexible remote-first work from home or company-paid coworking spaces • In-person company events a few times per year

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