Renewal Manager

Job summary

The Renewal Manager is responsible for driving customer retention and managing subscription renewals to minimize churn and maximize gross retention rates. This includes managing a portfolio of customers, coordinating risk mitigation strategies, and collaborating with Sales and Customer Success teams.

Job details

Innovation Starts With You. Renewal Manager Full time - Permanent Position Saint John, NB / On-Site. Job Role: As a Renewal Manager, you will play a critical role in the customer journey, ensuring strong customer retention and seamless subscription renewals. Reporting to the Program Manager – Renewals Team, you will manage relationships with a portfolio of customers, focusing on renewing software agreements, minimizing churn, and identifying opportunities for growth. This role requires a proactive and results-driven individual who can balance strategic customer interactions with the execution of renewal processes. Responsibilities: Drive customer retention by managing subscription renewals with a focus on maximizing gross retention rates and minimizing churn. Develop and maintain strong customer relationships, acting as a trusted advisor to align their business goals with renewal strategies. Identify customer risks and coordinate mitigation strategies to ensure renewals are completed successfully. Collaborate with internal teams, including Sales and Customer Success to create and execute renewal strategies that drive predictable and efficient outcomes. Evaluate customer license usage, complete true-up requirements, and ensure renewal quotes accurately reflect customer needs. Manage renewal processes with precision, including liaising with customers to secure purchase orders and complete necessary deal approvals. Leverage customer analytics and metrics to inform renewal strategies and identify opportunities for upsell or cross-sell. Strong documentation skills will be required. Qualifications: Proven experience in driving predictable renewals throughout the lifecycle and meeting or exceeding retention targets in a B2B SaaS or subscription-based environment. Demonstrated success in managing customer relationships in roles such as Renewals Manager, Customer Success Manager, or equivalent. Strong understanding of subscription go-to-market (GTM) approaches for customer success and renewals. Effective communicator with strong interpersonal, negotiation, and presentation skills. Self-motivated and results-oriented, with a focus on delivering exceptional customer outcomes. Preferred Skills and Experience: Experience working with technical products, particularly within DevOps, software development lifecycle, or application development environments. Familiarity with Salesforce or other CRM tools for managing customer data and tracking renewal performance. Accurate Salesforce entries will be essential. Ability to identify customer risks and growth opportunities, delivering strategic recommendations to internal stakeholders. A proactive mindset, with the ability to balance strategic and operational responsibilities effectively. Benefits: A comprehensive benefits package (Health, Dental, Life Insurance and RRSP). Remote work from home (available options). The opportunity for career growth and development. A collaborative and inclusive work environment. Salary: Salary: 40-000 - 60,000 CAD Annually. CGS evaluates compensation individually for each selected applicant. Final salary placement within our established parameters is based on multiple criteria, including regional market rates, internal equity considerations, cost-of-living geography, and candidate-specific attributes like professional experience, education, and technical skill sets. Furthermore, team members may have access to performance-based incentive structures and performance metrics designed to offer additional earning potential based on business growth. About Us For more than 40 years, CGS has empowered global enterprises to drive breakthrough performance through innovative business applications, enterprise learning and outsourcing. CGS Immersive® is an innovation lab and training transformation engine modernizing training programs and delivering immersive experiences tailored to meet the evolving needs of organizations across industries. Learn more about CGS Inc® and CGS Immersive® in our websites: https://cgsinc.com/en https://cgsimmersive.com/

What you’ll do

The Renewal Manager is responsible for driving customer retention and managing subscription renewals to minimize churn and maximize gross retention rates. This includes managing a portfolio of customers, coordinating risk mitigation strategies, and collaborating with Sales and Customer Success teams.

Requirements

Candidates must have proven experience meeting retention targets in a B2B SaaS or subscription-based environment. Strong communication, negotiation skills, and familiarity with CRM tools like Salesforce are required.

Benefits

• Health Insurance • Dental Insurance • Life Insurance • RRSP • Remote work options • Career growth and development

Listed skills

• Negotiation · Preferred
• Upselling · Preferred
• Salesforce · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Retention
• Subscription Renewals
• Churn Mitigation
• B2B SaaS
• Relationship Management
• Negotiation
• Salesforce
• CRM
• Customer Analytics
• Upselling
• Cross-selling
• DevOps Knowledge
• Software Development Lifecycle
• Presentation Skills
• Strategic Planning

Job areas

• Sales
• Customer Service & Support
• Software
• Consulting
• Management & Leadership