Evaluate, standardize, and continuously improve the subscription renewal process to reduce churn and maximize recurring revenue.
Drive completion of client renewals 90+ days from renewal date, ensuring accurate and timely execution.
Maintain high rigor around renewal timelines, contract visibility, and reporting via Salesforce.
Serve as subject-matter expert on renewal processes, ERP products, and policy changes.
Support team members in handling complex renewals, escalations, and client objections.
Drive the team to maximize upsell and cross-sell opportunities within the existing client base across multiple ERP products.
Develop and maintain in-life sales framework and playbooks to ensure scalable account growth.
Monitor KPIs for expansion revenue, renewal rates, churn, and client retention; translate insights into actionable strategies.
Collaborate with executive leadership, data analytics, and Marketing to drive results of campaigns and outreach with identified client opportunities.
Serve as a mentor and coach for team members in client-facing sales interactions, quote generation, and strategic account management.
Ensure alignment of CSM verticals and organizational departments to maximize efficiency of sales motions.
Lead and develop a high-performing team of direct reports, providing guidance, coaching, and performance management.
Build processes, tools, and data-driven reporting to optimize team effectiveness and accountability.
Partner cross-functionally with Sales, Marketing, and Product teams to improve client experience and revenue outcomes.
Ensure consistent communication with senior leadership regarding team performance, strategic initiatives, and client trends.

Requirements

3 + years managing teams in Customer Success, Renewals, or SaaS operations.
2+ years in client sales roles with a proven track record of consistently meeting quotas
1 + years in roles directly responsible for relationship management.
Hands-on experience with Sage Intacct, Acumatica, Sage 100 Contractor, or Sage 300 CRE.
Proven ability to build and optimize processes in a high-growth environment.
Salesforce proficiency or similar CRM experience for workflow management and reporting.
Exceptional verbal and written communication skills; comfortable interacting with senior leadership and C-suite clients.
Strong analytical skills; ability to translate data into actionable recommendations.
Ability to navigate ambiguity, prioritize initiatives, and manage multiple strategic projects simultaneously.
Experience designing KPIs and performance metrics for renewal and expansion teams (Preferred).
Formal training in project management, process optimization, or operational excellence (Preferred).
Familiarity with the construction, accounting, or ERP-adjacent industries (Preferred).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

process optimizationrelationship managementKPI designperformance metricsdata analysisclient salesupsellingcross-sellingsubscription renewalchurn reduction

Soft Skills

communicationleadershipcoachingmentoringanalytical thinkingstrategic planningproblem-solvingteam managementcollaborationadaptability

Certifications

project management trainingprocess optimization trainingoperational excellence training