Renewals Manager, Customer Success

Renewals Manager, Customer Success

For the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).

Zuora’s leading, cloud-based software solution automates all subscription order-to-revenue operations in real-time for any business. Companies in any industry can launch new businesses, shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, and disrupt market segments to gain competitive advantage. 

The Renewals Manager is responsible for owning and executing a portfolio of renewal contracts in an assigned territory. The ideal Renewal Manager is an experienced professional with a full understanding of the SaaS contracting space. They are responsible for minimizing financial attrition, locking in favorable terms with our clients, identifying growth and providing insights to the business that improve future outcomes. 

To be successful in this role, you will need to be driven, curious, intelligent and deeply passionate about renewals. You will remove barriers to customer retention and collaborate with the broader sales and customer success team to deliver a high value customer experience at time of renewal. This is a demanding role that requires strong priority management and interpersonal skills.

Key Objectives

• Be a member of the global renewals team, contributing to the success of both the team and Zuora as a whole
• Leverage customer data, analytics, insights, and behavior to assess the health of each renewal well in advance
• Take ownership of renewal opportunities, forecasting, negotiation and engaging internal resources to close renewals prior to contract expiration
• Accurately maintain/update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop solutions
• Identify up-sell or cross-sell opportunities within each account and hand off to the account team
• Performs outbound renewal activities such as discovering and educating new stakeholders and renewals qualifications for existing customers
• Maintains accurate Renewal Health Detail through scheduled calls, follow-up emails and updates in Salesforce, Clari, and Gainsight
• Recognize and escalate difficult technical or business issues within Sales, Customer Support, and any other parts of organization, to work a solution which results in prompt sales closure and optimal customer satisfaction

About Zuora

Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-cash process, including billing and revenue recognition.

At Zuora, every employee is the CEO of their career and leading our mission are over 1,000 passionate and innovative ZEOs. ZEO Culture isn’t an empty branding effort. We take it very seriously and we have a daring desire to do things differently. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.

Zuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo.

At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an equal opportunity employer committed to creating an inclusive environment for all. 

To learn more visit www.zuora.com