Renewals Manager APJ

Job Description
The RM plays a critical role in driving customer retention by managing the renewal of contracts for our mid-market and enterprise existing customers. This is a customer-facing role that oversees the auto-renewal and auto uplift-process, as well as facilitating all manual renewals for our managed accounts and requires strong negotiation and objections handling skills. The RM will work closely with CSMs who are the primary relationship owners and have built strong relationships with their customers to ensure they receive maximum value from our solutions and are motivated to renew their contracts. The Renewal Manager works closely with Customer Success, Account Management, RevOps, MIS and Finance teams to address customer risk, identify opportunities for growth, and ensure a seamless renewal experience.
This role is vital in our strategy to ensure long-term business relationships with customers, improving renewal rates, and minimising churn through effective customer engagement and relationship management.
Job Requirements

• Proven experience in a B2B SaaS customer-facing role, ideally in Renewal Management, Account Management or commercial CSM experience
• Knowledge of customer success principles and practices with a customer-centric mindset and a focus on demonstrating value and ROI in partnership with the CSM
• Proven track record of meeting or exceeding renewal or retention targets such as gross retention, net retention, and expansion (uplift and upsell) ARR
• Experience overseeing an auto-renewal and auto uplift-process, as well as facilitating all manual renewals
• Proven experience using strong influence, negotiation and objection handling skills
• Proven experience working independently, whilst collaborating effectively across multiple internal stakeholders of the renewal process (CSMs & AMs)
• Strong organisational skills with attention to detail, able to manage multiple renewal cycles simultaneously
• Analytical mindset with experience in forecasting and attainment reporting
• Experience working with with CRM systems (Salesforce) and contract management processes, Churn Zero, Google Suite & other web-based tools
• Nordic languages, French, German, Spanish or any other additional language proficiency - advantage
• SaaS HR Technology experience - advantage

Job Responsibilities

• Lead the contract renewal process for a portfolio of customers
• Ensure renewals are processed accurately and in a timely manner, addressing any obstacles to renewal, such as billing issues or contract terms
• Manage a segment-specific renewal strategy that includes automated renewal and uplift processes as well as manual, high touch renewal processes
• Manage contract negotiation, including negotiating terms, pricing, and contract details as needed to close renewals in alignment with company policies
• Work with internal legal and finance teams to ensure the seamless execution of renewal contracts
• Manage renewal strategy in close collaboration with CSMs & AMs with focus of demonstrating value, mitigating risk and converting expansion opportunities to maximise gross and net revenue retention
• Protect existing revenue streams, identify opportunities and risks by proactively assessing customer health and working closely with CSM to develop strategies to mitigate churn and downsell risk
• Share customer feedback with internal teams to help improve products, services, and support processes
• Meet and exceed uplift, upsell, gross and net retention KPIs through data-driven analysis, planning and execution
• Maintain accurate records of renewals, forecasts, and pipeline activity in CRM systems (Salesforce)
• Provide weekly, monthly and quarterly renewal reporting, tracking key metrics such as renewal rates, churn, and growth opportunities

Benefits
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity options alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder
• Hybrid working from day 1
• Work from home allowance - to get your home office set up!
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift
• Catered Thursday lunches and coffee!
• Dog-friendly office

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
**Note: We will only consider candidates located in the Sydney Metro Area who are willing to work in our Sydney office at least two days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!**