Manager/Director, Client Retention & Renewals

Medsuite Inc

Director or Manager of Client Retention & Renewals leading retention strategies at Ventra Health. Overseeing a team focused on net revenue retention across a multi-million dollar business.

Posted 6/18/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Own and drive the company's overall client retention and renewals strategy, with accountability for NRR, gross renewal rate (GRR), and expansion revenue targets
Build, lead, and mentor a team of Retention Managers and Renewal Specialists, establishing performance standards, career development paths, and coaching cadences
Serve as the executive sponsor for high-value and strategically critical accounts, including direct engagement in escalation resolution and renewal negotiations
Partner with the business stakeholders to define retention targets, report performance, and align retention initiatives with portfolio growth goals
Establish and continuously refine the retention and renewals operating model, including playbooks, escalation frameworks, forecasting methodology, and QBR standards
Oversee the full renewal lifecycle across all tiers of the book of business, ensuring every renewal is initiated 90+ days in advance and progresses through a disciplined commercial process
Lead commercial negotiations on complex, high-value, or multi-year renewal agreements in collaboration with Sales, Legal, and Finance
Develop tiered renewal strategies that differentiate approach by account size, health score, and strategic value
Build and maintain a renewal forecast model with ±5% accuracy; present monthly to VP of Client Success and quarterly to the executive team
Define and own the risk management framework — including early warning indicators, red-account protocols, and cross-functional intervention plans
Leverage Gainsight to build and optimize health score models, lifecycle journeys, automated playbooks, and risk CTAs across all client segments
Collaborate with Product, Implementation, and Support to identify systemic churn drivers and lead cross-functional remediation initiatives
Analyze win/loss and churn data to surface patterns, present findings to leadership, and continuously close retention gaps
Design and deliver executive-ready retention dashboards and KPI reporting for internal leadership, PE board packages, and investor updates
Establish data hygiene and CRM standards that ensure renewal pipeline accuracy and consistent forecasting
Partner with Revenue Operations to align retention metrics with company-wide ARR and revenue reporting

Requirements

What you’ll need

7+ years of experience in client success, renewals, or account management in a B2B SaaS company
Proven track record of owning and exceeding NRR targets (105%+) across a multi-million dollar book of business
Expert-level proficiency with Gainsight — including health score configuration, playbook design, renewal CTAs, journey orchestration, and reporting
Demonstrated experience negotiating complex, high-value SaaS renewals and expansions with C-suite stakeholders
Strong executive presence and communication skills; able to present with authority to PE sponsors and board-level audiences
Analytical fluency — comfortable with ARR waterfall models, churn cohort analysis, and retention forecasting
Experience managing and developing high-performing teams in a fast-paced, metrics-driven environment
Knowledge, Skills, and Abilities: Experience in healthcare technology or revenue cycle management (RCM) — familiarity with Ventra Health's core service lines is a strong advantage

Benefits

Comp & perks

Ventra performance-based incentive plan
Referral bonus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client retentionrenewals strategyNRRgross renewal rateexpansion revenuenegotiationdata analysisforecastingKPI reportingrisk management

Soft Skills

leadershipmentoringcommunicationexecutive presenceanalytical fluencycollaborationcoachingperformance managementstrategic thinkingproblem-solving