Renewals Manager, Pigment

Who you are

• 3+ years of experience in renewals, account management, customer success, or a commercial-facing SaaS role
• Strong negotiation skills and comfort navigating commercial conversations with customers at multiple levels
• Demonstrated ability to interpret customer health signals, product usage insights, and business risk indicators
• Proven ability to manage a large volume of accounts with competing priorities and tight deadlines
• Excellent written and verbal communication skills
• Strong command of CRM tools (ex. Salesforce) and experience with renewal forecasting

Desirable

• Experience in high-growth SaaS, especially with scaled or pooled Customer Success models
• Familiarity with planning, FP&A, or data/analytics products
• Experience collaborating with Legal teams on contract redlines and exceptions

What the job involves

The Renewals Manager is responsible for driving customer retention across [Employer hidden]’s scaled segment by owning the end-to-end renewal lifecycle

This role blends commercial acumen with customer insight, ensuring customers continue to see value in [Employer hidden] while navigating contractual discussions with confidence and precision. You will partner closely with Customer Success, Sales, and Legal to mitigate risk, forecast renewals, and execute a consistent, scalable renewal motion

• Manage the full renewal process across a high-volume portfolio, including forecasting, commercial discussions, objection handling, and contract execution
• Analyse customer health, product adoption, and stakeholder sentiment to proactively identify churn risks and create mitigation plans
• Collaborate with Customer Success Managers and Account Executives to ensure alignment on customer strategies, account history, and value realisation narratives. Prepare renewal proposals, negotiate pricing and contract terms within approved guardrails, and follow internal approval workflows
• Maintain accurate renewal data in CRM and reporting systems, ensuring predictable forecasting and identification of systemic risks
• Partner with Sales and Finance to optimise commercial structures for multiyear commitments, expansions, or right-sizing
• Contribute to the creation and evolution of scalable renewal playbooks, templates, and operational processes

Success Metrics:

• Renewal rate and gross revenue retention across assigned accounts
• Forecast accuracy for upcoming renewals
• Reduction in churn risk through early identification and mitigation planning
• Operational excellence metrics (ex. deal cycle times, documentation completeness)
• Contribution to scalable renewal processes, playbooks, and best practices

Application process

We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially