Manager, Renewals

This is a remote role that must be based in EST.

At Tines, our Customer Experience organization is recognized by customers for the quality of our work, responsiveness to their needs, and commitment to helping them realize meaningful value from our platform.

Within Customer Experience, the Renewals team plays a critical role in protecting and growing our customer relationships by creating a predictable, consistent, and customer-centered renewal experience. Renewal Managers partner closely with Customer Success, Sales, Revenue Operations, Finance, Legal, and Deal Desk to manage the commercial renewal process, navigate complex negotiations, identify risk early, and ensure customers can continue their partnership with Tines with clarity and confidence.

As Manager, Renewals, you will lead and develop a high-performing team of Renewal Managers responsible for executing renewals across our customer base. You will be accountable for renewal performance, forecasting accuracy, commercial execution, team development, and the processes that allow the function to scale.

You will also play a key role in strengthening the broader customer lifecycle at Tines, helping establish clear ownership and operating rhythms between Customer Success, Renewals, and Sales while ensuring that customer value, risk, and commercial strategy come together effectively at renewal.

What will you be doing?

• Lead and develop a team of Renewal Managers, providing coaching, commercial guidance, and clear direction to drive strong customer and business outcomes.
• Own renewal performance across the portfolio, with accountability for Gross Revenue Retention, renewal rate, churn and contraction outcomes, and on-time renewal execution.
• Establish and maintain a consistent renewal forecast, providing leadership with clear visibility into renewal timing, risk, expected outcomes, and areas requiring intervention.
• Guide Renewal Managers through complex customer negotiations involving pricing, contract terms, multi-year agreements, competitive pressure, procurement, and other commercial challenges.
• Ensure renewal engagement begins early and that Renewal Managers have the customer context, risk signals, value realization, and relationship insights required to execute effectively.
• Partner closely with Customer Success to ensure clear ownership between customer outcomes and commercial renewal execution, with CSMs focused on value, adoption, relationships, and risk mitigation while Renewals leads the commercial renewal process.
• Collaborate with Sales and Account Management to identify and coordinate expansion opportunities associated with renewal cycles while maintaining clear ownership across teams.
• Partner with Revenue Operations to improve renewal forecasting, CRM workflows, dashboards, automation, reporting, and operational discipline.
• Develop scalable renewal motions across customer segments, including high-touch, mid-touch, and digital or automated approaches where appropriate.
• Establish clear renewal playbooks, timelines, escalation paths, handoffs, and operating cadences that create consistency for customers and internal teams.
• Establish and manage metrics and KPIs that measure renewal effectiveness, including GRR, logo retention, forecast accuracy, renewal timing, cycle time, multi-year adoption, team productivity, and portfolio health.
• Recruit, onboard, develop, and retain strong commercial talent as the Renewals function and company continue to scale.

What will you bring with you?

• 7+ years of experience in SaaS, enterprise software, Customer Success, Account Management, Renewals, Sales, or a similar commercial customer-facing environment.
• 3+ years of people leadership experience, with a demonstrated track record of coaching and developing high-performing customer-facing or commercial teams.
• Experience owning or managing a meaningful recurring revenue portfolio and delivering against retention or renewal targets.
• A strong understanding of SaaS business metrics including ARR, Gross Revenue Retention, Net Revenue Retention, churn, contraction, renewal rate, and expansion.
• Experience building and managing renewal forecasts with a high degree of operational rigor and predictability.
• Strong commercial judgment and experience navigating pricing, negotiation, procurement, contracting, and customer objections.
• The ability to coach teams through complex commercial situations while balancing customer relationships, revenue protection, and long-term business value.
• Experience working closely with Customer Success and Sales teams to coordinate customer strategy and commercial outcomes.
• Strong analytical skills and the ability to use data to identify trends, diagnose performance, and determine where intervention is required.
• A track record of improving workflows, standardization, automation, or systems to increase organizational efficiency and capacity.
• Strong cross-functional leadership skills and demonstrated ability to influence Revenue Operations, Sales, Customer Success, Finance, Legal, and executive stakeholders.
• Excellent communication skills, with the ability to navigate both detailed commercial discussions and senior executive conversations.

What success looks like

In this role, you will build a Renewals organization that creates greater predictability for the business and a simpler, more consistent experience for customers.

Your team will engage customers earlier, identify and address risk before renewals become reactive, execute commercial conversations with confidence, and provide accurate visibility into renewal outcomes. Customer Success teams will be able to remain focused on driving value, adoption, strategic relationships, and risk mitigation while Renewal Managers bring dedicated commercial expertise to the renewal process.

At the same time, you will help Tines develop a renewal motion that can scale with the business combining strong talent, clear ownership, operational discipline, automation, and data to improve retention and strengthen long-term customer relationships.

Target Annual Compensation: $150-170K OTE (70/30 split)

Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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