Encoura

Senior Manager, Renewals

Encoura

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Own and manage the full renewals pipeline, including a rolling 120-day forecast with clear visibility into at-risk accounts
  • Drive on-time renewal closure across all customer segments, ensuring commercial terms are favorable and contract value is protected or expanded
  • Work collaboratively with Customer Success and Sales to develop win/win renewal proposals that incorporate upsell and cross-sell opportunities
  • Provide leadership with regular, accurate updates on renewal status, risks, and resolution strategies
  • Ensure quality and timeliness of renewal workflows, including quoting, contract processing, and system updates
  • Partner with the VP, Global GTM Life Cycle Engagement and Student Success to define and execute a multi-phase plan to modernize the renewals function — including shifting responsibility for smaller renewals to a pooled Customer Success model so the renewals team can focus on high-ARR, complex accounts
  • Provide strategic input on how roles and responsibilities should be redistributed across the renewals and Customer Success teams as the org evolves
  • Lead recommendations on contract language simplification — working cross-functionally to move customers toward cleaner, easier-to-execute agreements
  • Champion improvements to forecasting methodology and data quality to make the renewals function more predictable and insight-driven
  • Identify and recommend automation and tooling improvements to reduce manual effort and improve the overall renewal experience for both customers and internal teams
  • Develop and implement renewals playbooks that reflect both current operational best practices and the evolving model we are building toward
  • Establish, document, and monitor compliance with best practices across Opportunity Management, Data Quality, Quoting, and Forecasting
  • Implement system automation strategies to reduce friction and improve renewal experience at scale
  • Directly manage and develop the renewals team, fostering a culture of accountability, continuous improvement, and adaptability
  • Coach team members on commercial negotiation, Customer Success best practices, and data-driven decision making
  • Act as a cross-functional partner to Customer Success, Sales, Finance, and Legal, with strong relationships across the revenue organization
  • Travel up to 20%, including overnight and occasional weekend travel, depending on business needs.

Requirements

  • Bachelor’s degree or equivalent work experience
  • 10+ years of experience in renewals, Customer Success, or Sales in a SaaS or technology environment, with 5+ years in a leadership capacity
  • Demonstrated experience in a renewals or CS leadership role with direct ownership of NRR, forecasting, and retention outcomes
  • Strong commercial acumen — including experience negotiating contracts, simplifying commercial terms, and managing complex renewal cycles
  • Proven ability to think strategically about org design and operational transformation, not just day-to-day execution
  • Highly developed cross-functional relationship skills; able to influence without authority across Sales, CS, Finance, and Legal
  • Data-driven mindset with strong analytical and forecasting capabilities
  • Excellent organizational, written, and presentation skills
  • Fluency in written and spoken English
  • Ability to travel up to 20% as needed for business requirements.
  • Experience in EdTech or higher education technology preferred
  • Background building or transitioning to a pooled or tiered Customer Success model preferred
  • Experience working with or recommending CS/renewals platforms and CRM tools preferred
  • Track record of leading change in a fast-paced, evolving revenue organization preferred
  • Master’s degree in a relevant field, preferred
Benefits
  • Mission driven culture
  • Comprehensive health and benefits package
  • 401k company match that vests immediately upon participation
  • Paid holidays and a generous PTO policy
  • Paid parental leave
Applicant Tracking System Keywords

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

Hard Skills & Tools
renewals managementforecastingcontract negotiationdata analysisoperational transformationcustomer retentioncommercial acumencontract processingautomation strategiesplaybook development
Soft Skills
leadershipcross-functional collaborationinfluencing without authorityorganizational skillspresentation skillscoachingaccountabilitycontinuous improvementadaptabilitystrategic thinking
Certifications
Bachelor's degreeMaster's degree