Senior Client Success & Renewals Manager

About the role

The Senior Client Success & Renewals Manager will manage a portfolio of accounts and serve as the team's subject matter expert on revenue retention and growth.

Responsibilities

• Manage a portfolio of accounts, owning the relationship and the renewal outcomes from end to end.
• Build and maintain strong, trusted relationships, serving as a strategic partner who deeply understands clients' goals, challenges, and success criteria.
• Drive effective adoption and ongoing optimization of the platform by guiding clients on configuration, data integrity, and best practices.
• Proactively manage client health throughout the entire lifecycle by conducting impactful QBRs, tracking key success metrics, and identifying opportunities to deliver deeper value.
• Facilitate the renewal process for your portfolio by proactively identifying renewal risks, maintaining accurate forecasts, partnering with Sales and Leadership on renewal strategy, and ensuring renewals are completed on time.
• Act as your client's primary advocate internally, collaborating closely with Sales, Product, and Support teams to ensure their needs are met and feedback is incorporated into our strategy.
• Elevate the commercial renewal acumen and standardize processes for the entire CS organization.
• Develop, own, and iterate on the team's official Renewal Playbook, creating standardized processes, tools, and documentation.
• Serve as the go-to coach and internal consultant for your CSM peers, providing guidance on negotiation tactics, objection handling, and renewal best practices.
• Partner with CS leadership to deliver accurate forecasting on renewals, churn risk, and retention, analyzing data to identify trends and inform broader company strategy.
• Champion a culture of commercial awareness, helping your peers understand how to identify and qualify expansion opportunities to support our growth.

Requirements

• Proven experience (typically 4+ years) in a role focused on managing and retaining a portfolio of long-term clients.
• A natural talent for building strong, trusted relationships.
• Demonstrated success leading commercial conversations.
• Strong financial acumen.
• Excellent internal collaboration skills.
• A process-oriented mindset.

Qualifications

• Direct experience within a B2B SaaS or recurring revenue business model (bonus point).
• Familiarity with key customer success metrics like Net Revenue Retention (NRR) or client health scores (bonus point).
• Experience using a CRM (like HubSpot or Salesforce) to manage a client portfolio and forecast renewals (bonus point).

Benefits

We offer a competitive Total Rewards program including health benefits, RRSP matching, stock options, and career development opportunities.