Customer Renewals Manager

The Opportunity

Join Sitetracker's growing Renewals & Retention organization and play a critical role in driving customer retention, recurring revenue predictability, and long-term business growth across our SMB and Mid-Market customer base. As the Customer Renewals Manager, you'll own the renewal process end-to-end, driving commercial execution, renewal forecasting, and contract completion while partnering closely with Customer Success and Sales to support retention outcomes.

What You'll Do

• Take ownership of the renewal lifecycle across a portfolio of SMB and Mid-Market customers.
• Proactively engage customers throughout the renewal process, manage commercial discussions, coordinate approvals, and drive contracts to completion.
• Ensure renewals are executed efficiently, predictably, and consistently.
• Build strong relationships with internal stakeholders while maintaining accurate renewal forecasting, visibility, and reporting.
• Identify potential obstacles early, coordinate cross-functional resources to remove blockers, and keep deals progressing toward successful completion.
• Play an important role in driving adoption of the Renewals Playbook and operational processes.
• Partner effectively with Customer Success, Sales, Finance, Legal, and Operations to execute renewal strategies and customer-facing initiatives.
• Coordinate stakeholders to remove blockers and ensure timely contract execution.
• Drive alignment across teams to support retention and commercial objectives.
• Influence decision-making without formal authority across multiple stakeholder groups.
• Build strong cross-functional relationships that accelerate execution and improve renewal outcomes.
• Manage at-risk renewals and coordinate commercial mitigation plans in partnership with Customer Success and Sales.
• Identify renewal blockers early and coordinate mitigation strategies with internal teams.
• Avoid risks that could impact retention outcomes.
• Implement renewal and retention strategies that improve customer retention, reduce churn, and strengthen renewal performance.

The Skills You'll Have

• Renewal Management + Commercial Execution
• Manage SaaS renewals from initiation through contract execution and customer commitment.
• Own renewal execution and commercial outcomes across an assigned portfolio.
• Manage a high-volume renewal book with experience handling 10 or more renewals per month.
• Negotiate complex renewal agreements while balancing customer needs and business objectives.
• Improve retention performance through effective commercial strategy, customer engagement, and portfolio management.
• Renewal Pipeline Management + Visibility
• Manage SaaS renewals while maintaining complete visibility into renewal status and next steps.
• Own renewal forecasting and maintain accuracy throughout the renewal lifecycle.
• Manage a portfolio of 10 or more monthly renewals while tracking risks, commitments, and milestones.
• Improve renewal visibility through stronger reporting, operational discipline, and process adherence.
• Drive adoption of scalable renewal management practices that increase forecast accuracy and transparency.
• Cross-Functional Influence + Execution
• Partner effectively with Customer Success, Sales, Finance, Legal, and Operations to execute renewal strategies and customer-facing initiatives.
• Coordinate stakeholders to remove blockers and ensure timely contract execution.
• Drive alignment across teams to support retention and commercial objectives.
• Influence decision-making without formal authority across multiple stakeholder groups.
• Build strong cross-functional relationships that accelerate execution and improve renewal outcomes.
• Risk Identification + Retention Strategy
• Manage at-risk renewals and coordinate commercial mitigation plans in partnership with Customer Success and Sales.
• Identify renewal blockers early and coordinate mitigation strategies with internal teams.
• Assess renewal risks and escalate concerns before they impact retention outcomes.
• Support recovery of at-risk renewals through proactive engagement, escalation, and commercial problem-solving.
• Implement renewal and retention strategies that improve customer retention, reduce churn, and strengthen renewal performance.