Renewal Manager

<p><strong>Innovation Starts With You.</strong></p> <p><strong>Renewal Manager</strong></p> <p>Full time -&nbsp;Permanent Position<br>Saint John, NB / On-Site.</p> <p><strong>Job Role:</strong></p> <p>As a Renewal Manager, you will play a critical role in the customer journey, ensuring strong customer retention and seamless subscription renewals. Reporting to the Program Manager – Renewals Team, you will manage relationships with a portfolio of customers, focusing on renewing software agreements, minimizing churn, and identifying opportunities for growth. This role requires a proactive and results-driven individual who can balance strategic customer interactions with the execution of renewal processes.</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Drive customer retention by managing subscription renewals with a focus on maximizing gross retention rates and minimizing churn.</li> <li>Develop and maintain strong customer relationships, acting as a trusted advisor to align their business goals with renewal strategies.</li> <li>Identify customer risks and coordinate mitigation strategies to ensure renewals are completed successfully.</li> <li>Collaborate with internal teams, including Sales and Customer Success to create and execute renewal strategies that drive predictable and efficient outcomes.</li> <li>Evaluate customer license usage, complete true-up requirements, and ensure renewal quotes accurately reflect customer needs.</li> <li>Manage renewal processes with precision, including liaising with customers to secure purchase orders and complete necessary deal approvals.</li> <li>Leverage customer analytics and metrics to inform renewal strategies and identify opportunities for upsell or cross-sell.</li> <li>Strong documentation skills will be required.</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>Proven experience in driving predictable renewals throughout the lifecycle and meeting or exceeding retention targets in a B2B SaaS or subscription-based environment.</li> <li>Demonstrated success in managing customer relationships in roles such as Renewals Manager, Customer Success Manager, or equivalent.</li> <li>Strong understanding of subscription go-to-market (GTM) approaches for customer success and renewals.</li> <li>Effective communicator with strong interpersonal, negotiation, and presentation skills.</li> <li>Self-motivated and results-oriented, with a focus on delivering exceptional customer outcomes.</li> <li>Preferred Skills and Experience:</li> <li>Experience working with technical products, particularly within DevOps, software development lifecycle, or application development environments.</li> <li>Familiarity with Salesforce or other CRM tools for managing customer data and tracking renewal performance. Accurate Salesforce entries will be essential.</li> <li>Ability to identify customer risks and growth opportunities, delivering strategic recommendations to internal stakeholders.</li> <li>A proactive mindset, with the ability to balance strategic and operational responsibilities effectively.</li> </ul> <p><strong>About Us</strong></p> <p>For more than 40 years, CGS has empowered global enterprises to drive breakthrough performance through innovative business applications, enterprise learning and outsourcing. CGS Immersive® is an innovation lab and training transformation engine modernizing training programs and delivering immersive experiences tailored to meet the evolving needs of organizations across industries.</p> <p>Learn more about CGS Inc® and CGS Immersive® in our websites:</p> <p>https://cgsinc.com/en<br><a href="https://cgsimmersive.com/">https://cgsimmersive.com/</a></p> <p>#GP</p>