Massachusetts Creative Jobs

Job Title: Director of Renewals

Job Summary: As Director of Renewals, you will be responsible for leading and executing strategies to increase on-time renewals, maximize customer retention and reduce customer churn. You will oversee all aspects of renewals, churn analysis, develop and implement proactive retention initiatives, and collaborate with cross-functional teams to drive improvements in customer satisfaction and loyalty.

Job Duties and Responsibilities:

• Adoption & Retention Strategy Development: Develop comprehensive strategies and tactics to reduce churn rates, increase customer lifetime value, increase on time renewals, and improve overall customer retention (both Gross Revenue Retention and Net Revenue Retention). Partner w/ Customer Success to drive adoption of platform across the customer base. Leverage an off-shore Center of Excellence to augment adoption and retention strategies.

• Churn Analysis: Work in partnership with Finance and Customer Success to analyze customer churn trends, identify root causes, and develop actionable insights.

• Cross-Functional Collaboration: Work closely with product, marketing, sales, customer success, and finance teams to align retention efforts with overall business objectives and ensure consistent messaging and customer experience.

• Customer Insights: Gather and leverage customer feedback, surveys, and market research to better understand customer needs, preferences, and pain points, informing retention strategies and initiatives.

• Lifecycle Management: Implement customer lifecycle engagement strategies in partnership with Customer Success and Marketing to engage customers at key touchpoints throughout their journey, from onboarding to renewal, to foster long-term relationships and drive retention.

• Performance Monitoring and Reporting: Establish KPIs and metrics to measure the effectiveness of churn reduction efforts, regularly monitor performance against targets, and provide actionable insights to senior management.

• Team Leadership: Lead, train and inspire a high-performing churn management team, providing guidance, coaching, and mentorship to team members to foster professional growth and development. This team includes both U.S. based members and India based members.

Other Responsibilities:

• Forecast Churn to the Chief Commercial Officer

• Continuously develop renewals processes, policies, and playbooks to improve renewal predictability, efficiency, and customer satisfaction

• Drive systems, data, and product improvements to enable successful, on time renewals and predictive visibility of renewals

• Ensure compliance with Finance & Legal policies

• Propose new ideas for better tools, processes and new methodologies to be implemented in their team; document process in Renewal Specialist Handbook

• Goal setting & performance management for the renewals team

Basic Qualifications:

• Bachelor's degree or relevant experience in business administration, marketing, statistics, sales, finance, or a related field

• Ideal candidate would have 10+ years of experience in the following fields: Account Management, Renewals, Services, Sales & Sales Strategy, Customer Success, Sales Operations

• History of building and scaling systems, processes and teams

• Strong analytical skills with proficiency in Salesforce, Tableau, PowerBI, Excel

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels of the organization.

• Strategic thinker with the ability to translate data-driven insights into actionable retention strategies.

Preferred Qualifications:

• Proven track record of success in reducing customer churn and increasing retention in a B2B or B2C environment.

• 5+ years of working in SaaS-based businesses

• 5+ years managing sales professionals

Benefits

• A culture of inclusivity - appreciating you as an individual and member of our diverse community

• Employee Resource Groups fostered around career enablement programs

• Hybrid and remote work model with our headquarters in Boston, MA, with the option for in-person team summits

• Generous 401(k) match and emphasis on wellness benefit package

• Opportunities to participate in charitable events and give back to the community

• Paid parental leave, commuter benefits

EEO Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.