What are the responsibilities and job description for the Director, Renewal Services position at Riskonnect?
Why Join Us?
We explore ways to deliver new value , foster creativity and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, work with passion, and purpose. We act with mutual respect, communicate fearlessly and collaborate to leverage our collective talents . At Riskonnect, we share this set of expectations and values . They guide us every day in every way. These values are more than words – they unite our organization and bring meaning and purpose to what we do.
#pioneer #spark #focus #community
The Team
Teamwork is the heart of Riskonnect. We thrive on collaboration, believing it's the key to our growth and innovation in risk management. We encourage feedback, offer advancement opportunities, and support continuous learning. Join us to experience a culture that values teamwork and embraces a collaborative mindset, where your success is our success.
The Director, Renewal Services will lead a newly created team responsible for managing complex and strategic customer renewals. This role is critical in protecting and growing Riskonnect’s recurring revenue base by ensuring predictable renewal execution, minimizing churn, and aligning commercial outcomes with the Value Elevation Program (VEP). Reporting to the SVP of Success Management, the Director will build and coach a high-performing team of Renewal Specialists and Senior Renewal Specialists, partner closely with Customer Success Managers, and work cross-functionally with Sales, Finance, and Legal. Success in this role requires strong leadership, commercial acumen, and the ability to scale processes in a fast-growing SaaS environment.
Essential Functions / Responsibilities Include
- Build and lead the Renewal Services team, including hiring, coaching, and developing Renewal Specialists and Senior Renewal Specialists.
- Own execution of the renewal process for complex accounts, ensuring high retention rates , on time closures, and accurate forecasting.
- Partner with the CCO, SVP of Success Management and CSM Directors to define which renewals are handled by CSMs versus Renewal Specialists.
- Collaborate with Finance, Legal, and Sales Ops to streamline renewal workflows and contracting processes.
- Provide executive-level reporting on renewal performance, pipeline health, and churn drivers.
- Develop playbooks for handling renewals of different complexity, including procurement-led negotiations.
- Align renewal strategies with the Value Elevation Program, ensuring renewals emphasize value creation, not just price protection.
- Partner with Product, Success, and Sales leadership to identify cross-sell and upsell opportunities.
- Partner with Sales Team as customers choose cross-sell and upsell options tied into renewal conversations and communicated timelinesDrive process improvements, automation, and best practices in renewal management.
- Support team on appropriate next steps for potential customer retention situations Guide team members through the entire employee lifecycle: hiring, performance management, development, recognition, engagement, and retention.
Required Qualifications
- 10 years of experience in SaaS customer success, account management, or sales operations roles.
- 5 years of leadership experience managing commercial or renewal-focused teams.
- Strong commercial acumen with demonstrated success negotiating complex customer contracts.
- Ability to influence and collaborate with cross-functional executives. Proven track record in building scalable processes and delivering predictable renewal outcomes.
Skills & Abilities
- Strategic and analytical mindset with ability to translate insights into action.
- Excellent communication, negotiation, and stakeholder management skills.
- Strong organizational and project management capabilities.
- Knowledge of SaaS metrics, financial drivers, and renewal economics. Proficiency in Salesforce CRM and advanced Excel/Google Sheets.
WHY JOIN RISKONNECT?
At Riskonnect, innovation starts with our people. We’re a fast-growing, global team of 1,500 dedicated professionals who bring bold thinking, a collaborative mindset, and a shared commitment to helping organizations manage risk with confidence.
You’ll work alongside some of the most talented individuals in the industry, united by a purpose to help customers solve their most complex risk challenges through cutting-edge technology and world-class service.
Our culture of excellence has earned us consistent recognition, including:
- Best and Brightest Companies to Work For (Nationwide) – 6 years
- Best and Brightest Elite Award Winner – 1 year
- Business Insurance Best Places to Work – 2 years
- Great Place to Work® Certified – United Kingdom – 2 years
- Great Place to Work® Certified – India – 1 year
We’re proud of these honors, but even more proud of the people who made them possible. Ready to be part of something meaningful? Join us.
Riskonnect is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.