Renewals & Expansion Manager

Key Responsibilities

• Own the complete renewal lifecycle for an assigned portfolio of customers. 
• Proactively engage customers well in advance of contract expiration. 
• Forecast renewal outcomes and maintain an accurate renewal pipeline. 
• Negotiate renewal terms while protecting revenue and minimizing churn. 
• Coordinate internal stakeholders to resolve issues that may impact renewals. 

• Identify upsell, cross-sell, and expansion opportunities within existing accounts. 
• Partner with Customer Success and Sales to develop account growth strategies. 
• Present additional products, services, and licensing options aligned with customer needs. 
• Drive expansion revenue while maintaining high customer satisfaction. 

• Build trusted relationships with key customer stakeholders. 
• Understand customer business objectives and align solutions to support their success. 
• Act as the primary commercial contact during renewal and expansion discussions. 
• Manage escalations related to commercial agreements and contract negotiations. 

• Maintain accurate opportunity data in CRM. 
• Forecast monthly, quarterly, and annual renewal and expansion revenue. 
• Monitor KPIs including: 
  • Gross Revenue Retention (GRR) 
  • Net Revenue Retention (NRR) 
  • Renewal Rate 
  • Churn Rate 
  • Expansion Revenue 
  • Pipeline Coverage 

• Work closely with: 
  • Customer Success 
  • Sales 
  • Finance 
  • Legal 
  • Product Management 
  • Operations 
• Ensure timely contract execution and seamless customer transitions. 

Skills, Knowledge, and Expertise

• Bachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience). 
• 3–7 years of experience in Account Management, Customer Success, Renewals, Sales, or Revenue Operations. 
• Experience managing SaaS or subscription-based customer renewals. 
• Strong negotiation and consultative selling skills. 
• Excellent verbal and written communication skills. 
• Experience using CRM platforms such as Salesforce or HubSpot. 
• Strong analytical, forecasting, and organizational skills. 

• Experience selling enterprise software or technology solutions. 
• Knowledge of subscription metrics including ARR, MRR, NRR, and GRR. 
• Experience working with contract management and pricing negotiations.

About
Portnox offers cloud-native network and endpoint security essentials that enable agile, resource-constrained IT teams to proactively address today’s most pressing security challenges: the rapid expansion of enterprise networks, the proliferation of connected device types, and the increased sophistication of cyberattacks. Hundreds of companies have leveraged Portnox’s award-winning security products to enforce powerful network access, endpoint risk monitoring and remediation policies to strengthen their organizational security posture. By eliminating the need for any on-premises footprint common among traditional information security systems, Portnox allows companies - no matter their size, geo-distribution, or networking architecture - to deploy, scale, enforce and maintain these security policies with unprecedented ease.