Renewals Manager

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

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The Renewals Manager is a critical role responsible for achieving a high level of customer retention and maximising renewal revenue within an assigned territory. This role requires a strong sales orientation, excellent communication skills, and the ability to manage a high-volume, transactional sales cycle while serving as the primary point of contact for customers regarding their renewals.

Primary Responsibilities
Core Renewal Management:

• Meet and exceed assigned individual and team targets for subscription renewal revenue and renewal rates

• Own the end-to-end renewal process, including proactive customer outreach, negotiation, and closing of renewal contracts

• Manage a high-volume pipeline of 50-430+ quarterly renewals, leveraging CRM systems to effectively manage customer relationships

• Drive all managed renewals thoroughly in assigned territory by identifying risk as early as possible and generating revenue growth opportunities

• Customer Engagement & Risk Management:

• Serve as the frontline for customer communication regarding renewals

• Develop and execute win/win negotiation strategies for contract renewals that maximise contract value while protecting customer relationships

• Closely monitor at-risk accounts and work with Customer Success, Support, and Services leadership to resolve customer issues

• Conduct regular account reviews, risk assessments, and due diligence while developing renewal strategies

Strategic Collaboration:

• Build strong working relationships across Sales and Customer Success teams

• Partner with internal teams to develop and execute strategies to retain existing client base and maximise revenue growth

• Serve as point of escalation for critical customer issues and provide summary of overall account 'health'

• Identify and drive upsell/cross-sell opportunities upon contract renewal

• Forecasting & Reporting:

• Provide accurate monthly renewal forecasting and risk analysis of all assigned accounts to senior management

• Maintain accurate and up-to-date renewal forecasts within CRM systems

• Attend and lead monthly regional calls to discuss renewal forecast, top renewals, and at-risk accounts

Required Qualifications

• Experience in renewals, inside sales, account management, or client-facing roles

• Demonstrated experience managing high-volume, transactional workloads (50-430+ contracts annually)

• Experience with SaaS, software, or technology industry preferred

• Proven track record in B2B sales or account management

• Skills & Competencies:

• Excellent verbal and written communication skills with strong customer-centric approach

• Strong negotiation skills enabling value-based contract negotiations

• Highly organised and detail-oriented with ability to prioritise tasks in fast-paced environment

• Proactive and resourceful with ability to work independently

• Strong analytical and problem-solving skills

• Fundamental understanding of CRM systems (Salesforce experience preferred)

• Key Performance Indicators

• Renewal rate achievement (target varies by segment)

• Contract term length optimisation

• Revenue growth through upsells/cross-sells

• Forecast accuracy

• Customer satisfaction scores

• Pipeline management and opportunity progression

• Preferred Qualifications

• Working knowledge of Salesforce.com or similar CRM systems

• Experience with subscription-based business models

• Knowledge of contract terms, legal frameworks, and billing processes

• Previous experience in technology or software industry

At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information.

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