Job Description

Director of Renewals is a senior-level position responsible for overseeing the customer renewal process within a region, focusing on maximizing customer retention by strategically managing renewal strategies, leading a team of renewal specialists and/ renewals managers, and collaborating with cross-functional teams to achieve revenue goals and maintain high renewal rates across the region. Key duties include analyzing customer data, identifying at-risk accounts, negotiating renewal terms, forecasting renewal revenue, and driving operational excellence within the renewals team.

Director, Renewals Responsibilities

• Lead customer retention through proactive planning, management, and execution of the renewals with customers and internal teams

• Develop and communicate the Renewals Team vision and strategy, prioritizing team efforts, initiatives, and OKRs

• Own and drive the renewals process in collaboration with Sales, Customer Success, and channel partners

• Hire, coach, and motivate a regional and/or global renewals team focused on goal achievement, delivery to KPIs and OKRs, and team member development

• Continuously develop renewals processes, policies, and playbooks to improve renewal predictability, efficiency, and customer satisfaction

• Identify and manage renewal risks and expansion opportunities, maintaining accurate forecast of upcoming renewals

• Drive systems, data, and product improvements to enable successful renewals and predictive visibility of renewals

• Negotiate and execute renewal contracts in alignment with customer goals and partnership from Revenue Operations and Legal

• Be accountable for organizational KPIs, including gross retention, ATR%, on-time renewals, and customer satisfaction
  

Director, Renewals Requirements

• 12+ years of professional work experience, expert knowledge of renewals.

• Proven track record of successfully delivering to revenue goals for a SaaS or subscription business at scale in a sales and/or renewal leadership role

• 5+ years management experience. Experienced in developing and growing global teams and operations as well as leading teams at scale (i.e., managed teams of over 20 team members)

• Experienced in leading continuous improvement and change management across a broad range of functional stakeholders

• Can successfully deliver to goals, build, and iterate in a fast-paced environment, working with a bias for action

• Is data-driven and is experienced in leading system changes and automation to improve operational effectiveness and efficiency

• Understands both direct and channel go-to-market sales and renewals
  

Performance Indicators

• Gross retention

• ATR%

• tNPS/CSAT

• On-time Renewals

The US annualized OTE (On Target Earnings) range for this position is $194,000.00-$292,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.