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Ciudad de México, México
Hybrid
The Renewal Manager leads the Renewal Desk and owns renewal governance, forecast accuracy, and process discipline across Enterprise, Mid-Market, and Digital Success (DST) segments.
This leader ensures renewal predictability, contraction visibility, and scalable automation execution while partnering closely with Sales and Customer Success leadership.
This role carries operational authority over renewal forecast accuracy and renewal process compliance.
This role is based in Mexico City and follows a hybrid schedule (2-3 days per week in the office). As the position supports U.S. operations, team members may be required to work on certain Mexico holidays based on business and operational needs.
Renewal Governance & Forecast Ownership
Own aggregate renewal forecast accuracy (target ±3–5%)
Lead weekly renewal forecast calls
Audit CPQ Renewal Opportunities for hygiene and completeness
Ensure 120-day trigger compliance
Escalate forecast risks to VP, Customer Success and Sales Leadership
Contraction & Revenue Risk Oversight
Ensure all negative ARR renewals have:
Customer Success Manager (CSM) acknowledgment
Documented rationale
Leadership visibility if above threshold
Monitor contraction trends by segment
Identify systemic churn drivers
DST Automation Leadership
Own scaled renewal automation strategy
Optimize renewal workflow triggers
Monitor automation success rates
Reduce manual intervention dependency
Cross-Functional Alignment
Partner with:
VP Customer Success
Sales Leadership
Revenue Operations
Finance
Ensure pricing and concession discipline
Improve renewal cycle time
Identify growth opportunities for Sales
Performance Management
Manage Renewal Specialists
Set KPIs and provide coaching and feedback that drives expected outcomes in the following areas:
On-time renewal %
Forecast accuracy
Gross Revenue Retention (GRR) contribution
Reduction in surprise churn
Coach Specialists on negotiation process discipline
Drive accountability and continuous process improvement
Success Metrics
Renewal Forecast Accuracy ±3–5%
GRR target achievement
On-Time Renewal Rate >95%
Reduction in Last-Minute Concessions
DST Automation Completion Rate
Renewal Cycle Time Reduction
6–10+ years of revenue lifecycle experience with commercial responsibility in SaaS, technology or other recurring revenue businesses.
Proven track record of meeting or exceeding renewal and retention targets (e.g. Gross Revenue Retention or Net Revenue Retention).
Strong and proven CPQ and analytical skills with experience in renewal forecasting ownership and reporting to leadership.
Experience and track record of building and managing scalable renewal processes, playbooks, and revenue-impacting workflows.
Strong understanding of SaaS metrics such as ARR (Annual Recurring Revenue), GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and churn and expansion revenue.
Understanding of the customer lifecycle (onboarding → adoption → renewal → expansion).
Demonstrated professional proficiency in both verbal and written English to effectively communicate with global customers, internal teams, and stakeholders across various channels (email, chat, video, phone).
Excellent negotiation and cross-functional executive communication skills.
Experience leading and mentoring a team responsible for renewals or account retention with ability to coach teams on negotiation, renewal strategy, and pipeline management.
Ability to analyze customer usage data and identify churn risks.
Experience with automation or AI-enabled tools to optimize processes.
Ability to work a hybrid schedule with two-three days per week onsite in our Mexico City office.
Flexibility to support U.S. operations, including working on select Mexico public holidays based on business and operational needs
Strategic Impact of the Role
The Renewal Manager:
Institutionalizes renewal rigor
Eliminates forecast volatility
Creates executive-level renewal predictability
Enables CSM scale by removing administrative burden
Protects revenue integrity through governance oversight
