Job Description
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Position Summary:
NAVEX is a fast-growing technology company that provides innovative and market-leading governance, risk and compliance Software-as-a-Service (SaaS) solutions. We operate globally and serve more than 13,000 customers – including 75% of Fortune 500 companies. We are seeking a highly motivated and experienced individual to lead our SaaS subscription renewal efforts and drive customer retention and growth.
As the Director of Renewal Strategy & Operations, you will play a critical role in maximizing customer lifetime value and ensuring the long-term success of our business. You will lead a team responsible for managing the end-to-end renewal process, including customer engagement, contract negotiations, and proactive account management. By leveraging your strategic thinking, analytical skills, and customer-centric approach, you will develop and execute renewal strategies that enhance customer satisfaction, optimize revenue, and drive business growth.
You will manage a tenured team of renewal account managers, be supported by a dedicated business analyst, and work cross-functionally with finance, sales, operations, legal, and executive leaders.
We Offer You:
- An Inspiring Culture. Invested teammates, belonging groups, and a socially determined culture
- Meaningful Work. Innovative products and solutions with real life impact for people and organizations
- Career Growth. Stellar training and an unwavering commitment to your growth and success
- Life Flexibility. Time to care for yourself, your loved ones, and your community
- Industry Leadership. A highly reputable, fast growing and consistently profitable organization
- Real Rewards. Competitive and transparent pay practices, wellbeing programs and benefits with choice
What You Will Do:
- Leadership and Strategy:
- Develop and implement a comprehensive renewal strategy, aligning it with overall business objectives and revenue targets.
- Lead and inspire a high-performing team, providing guidance, coaching, and mentorship to ensure individual and collective success.
- Collaborate cross-functionally with Sales, Customer Success, Legal, and Finance teams to align on renewal goals, identify growth opportunities, and mitigate churn risks.
- Stay updated on industry trends, competitive landscape, and customer feedback to inform strategic decision-making and refine renewal strategies.
- Renewal Process Management:
- Oversee the end-to-end renewal process, ensuring timely and accurate contract renewals, upsells, and expansions.
- Implement and refine processes and tools to enhance efficiency, accuracy, and scalability of the renewal management function.
- Develop and maintain strong relationships with key customers, understanding their business needs, and proactively addressing any concerns or challenges.
- Collaborate with Sales and Customer Success teams to identify and resolve any barriers to renewal, including product adoption, customer satisfaction, or contract-related issues.
- Data Analysis and Reporting:
- Define and track key performance indicators (KPIs) to measure the effectiveness of renewal strategies and identify areas for improvement.
- Conduct in-depth analysis of renewal metrics, trends, and customer behavior to derive insights and propose actionable recommendations.
- Prepare regular reports and presentations for senior management, highlighting renewal performance, revenue forecasts, and retention rates.
- Customer Success and Relationship Management:
- Foster a customer-centric culture within the renewal account management team, ensuring a focus on customer satisfaction and success.
- Collaborate closely with the Customer Success team to develop and execute proactive engagement plans that drive value for customers and increase renewal rates.
- Identify and implement initiatives to improve customer onboarding, adoption, and overall satisfaction, working closely with cross-functional teams.
What You Will Need:
- Bachelor's degree in Finance, Business Administration, or a relevant discipline.
- At least seven (7) years of experience in a leadership role in subscription renewal management or a similar field within the SaaS industry.
- Analytical skills and ability to interpret data, identify trends, and make data-driven decisions.
- Strong negotiation and contract management abilities, with a focus on maximizing revenue and minimizing churn.
- Proven ability to lead and motivate a team, fostering a collaborative and results-oriented work environment.
- Ability to drive cross-functional collaboration, establish credibility, be decisive and articulate issues clearly and concisely
- An inquisitive nature and exceptional attention to detail
- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
- Familiarity with CRM and renewal management tools (e.g., Salesforce, Gainsight) is highly desirable.
- A commitment to do the right things right
We believe each member of our team deserves to see a path forward to achieving their career and financial goals.
- Each team member is required to have a career plan in place and reviewed with their manager after six months with our team.
- The starting pay range for this role is $135,000+ annually and the target variable pay for this role is $30,000. Target variable pay is based on individual achievement factors and is not guaranteed.
- Pay progression is based on performance.
Our pay programs are just one element of our commitment to Be the ONE place you want to thrive in life. Check out NAVEX’s career page to learn about our innovative people programs designed to create one powerful life experience for YOU!
NAVEX is an equal opportunity employer, including disability/vets.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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