What are the responsibilities and job description for the Customer Renewals Manager position at Sitetracker?
The Opportunity
Join Sitetracker's growing Renewals & Retention organization and play a critical role in driving customer retention, recurring revenue predictability, and long-term business growth across our SMB and Mid-Market customer base. As the Customer Renewals Manager, you'll own the renewal process end-to-end, driving commercial execution, renewal forecasting, and contract completion while partnering closely with Customer Success and Sales to support retention outcomes.
This is an opportunity to step into a highly impactful role with direct influence over revenue retention, renewal strategy, forecast accuracy, and overall business predictability. Top performers in this role are proactive, commercially minded, organized, and comfortable navigating renewal conversations with a high degree of autonomy. You'll help build and scale a critical function while partnering closely with Customer Success, Sales, Finance, Legal, and Operations.
For ambitious professionals who enjoy ownership, accountability, and measurable business impact, this role offers a unique opportunity to shape the future of Sitetracker's renewals motion while contributing directly to long-term retention and company success.
What You'll Do
As the Customer Renewals Manager, you'll take ownership of the renewal lifecycle across a portfolio of SMB and Mid-Market customers. You'll proactively engage customers throughout the renewal process, manage commercial discussions, coordinate approvals, and drive contracts to completion. While Customer Success remains focused on adoption, value realization, and customer outcomes, you'll ensure renewals are executed efficiently, predictably, and consistently.
You'll build strong relationships with internal stakeholders while maintaining accurate renewal forecasting, visibility, and reporting. Success in this role requires balancing customer engagement with operational rigor, ensuring leadership has clear insight into upcoming renewals, risks, opportunities, and expected outcomes. You'll identify potential obstacles early, coordinate cross-functional resources to remove blockers, and keep deals progressing toward successful completion.
You'll also play an important role in driving adoption of the Renewals Playbook and operational processes. By partnering closely with Customer Success, Sales, Finance, Legal, and Operations, you'll help create a scalable and repeatable renewal motion that improves retention visibility, increases forecast accuracy, and supports long-term business growth.
The Skills You'll Have
Renewal Management Commercial Execution
Join Sitetracker's growing Renewals & Retention organization and play a critical role in driving customer retention, recurring revenue predictability, and long-term business growth across our SMB and Mid-Market customer base. As the Customer Renewals Manager, you'll own the renewal process end-to-end, driving commercial execution, renewal forecasting, and contract completion while partnering closely with Customer Success and Sales to support retention outcomes.
This is an opportunity to step into a highly impactful role with direct influence over revenue retention, renewal strategy, forecast accuracy, and overall business predictability. Top performers in this role are proactive, commercially minded, organized, and comfortable navigating renewal conversations with a high degree of autonomy. You'll help build and scale a critical function while partnering closely with Customer Success, Sales, Finance, Legal, and Operations.
For ambitious professionals who enjoy ownership, accountability, and measurable business impact, this role offers a unique opportunity to shape the future of Sitetracker's renewals motion while contributing directly to long-term retention and company success.
What You'll Do
As the Customer Renewals Manager, you'll take ownership of the renewal lifecycle across a portfolio of SMB and Mid-Market customers. You'll proactively engage customers throughout the renewal process, manage commercial discussions, coordinate approvals, and drive contracts to completion. While Customer Success remains focused on adoption, value realization, and customer outcomes, you'll ensure renewals are executed efficiently, predictably, and consistently.
You'll build strong relationships with internal stakeholders while maintaining accurate renewal forecasting, visibility, and reporting. Success in this role requires balancing customer engagement with operational rigor, ensuring leadership has clear insight into upcoming renewals, risks, opportunities, and expected outcomes. You'll identify potential obstacles early, coordinate cross-functional resources to remove blockers, and keep deals progressing toward successful completion.
You'll also play an important role in driving adoption of the Renewals Playbook and operational processes. By partnering closely with Customer Success, Sales, Finance, Legal, and Operations, you'll help create a scalable and repeatable renewal motion that improves retention visibility, increases forecast accuracy, and supports long-term business growth.
The Skills You'll Have
Renewal Management Commercial Execution
- Manage SaaS renewals from initiation through contract execution and customer commitment.
- Own renewal execution and commercial outcomes across an assigned portfolio.
- Manage a high-volume renewal book with experience handling 10 or more renewals per month.
- Negotiate complex renewal agreements while balancing customer needs and business objectives.
- Improve retention performance through effective commercial strategy, customer engagement, and portfolio management.
- Manage SaaS renewals while maintaining complete visibility into renewal status and next steps.
- Own renewal forecasting and maintain accuracy throughout the renewal lifecycle.
- Manage a portfolio of 10 or more monthly renewals while tracking risks, commitments, and milestones.
- Improve renewal visibility through stronger reporting, operational discipline, and process adherence.
- Drive adoption of scalable renewal management practices that increase forecast accuracy and transparency.
- Partner effectively with Customer Success, Sales, Finance, Legal, and Operations to execute renewal strategies and customer-facing initiatives.
- Coordinate stakeholders to remove blockers and ensure timely contract execution.
- Drive alignment across teams to support retention and commercial objectives.
- Influence decision-making without formal authority across multiple stakeholder groups.
- Build strong cross-functional relationships that accelerate execution and improve renewal outcomes.
- Manage at-risk renewals and coordinate commercial mitigation plans in partnership with Customer Success and Sales.
- Identify renewal blockers early and coordinate mitigation strategies with internal teams.
- Assess renewal risks and escalate concerns before they impact retention outcomes.
- Support recovery of at-risk renewals through proactive engagement, escalation, and commercial problem-solving.
- Implement renewal and retention strategies that improve customer retention, reduce churn, and strengthen renewal performance.
- Take ownership of an assigned portfolio of SMB and Mid-Market renewals while building strong relationships with key customer and internal stakeholders.
- Demonstrate proficiency with the Renewals Playbook, renewal processes, forecasting tools, and reporting expectations.
- Deliver accurate renewal visibility and forecasting while successfully progressing active renewals through the pipeline.
- Identify key renewal risks, coordinate mitigation plans, and contribute to improving renewal execution consistency.
- Consistently manage a high-volume renewal portfolio while achieving strong retention outcomes and forecast accuracy.
- Become a trusted partner to Customer Success, Sales, Finance, Legal, and Operations by driving alignment across complex renewal scenarios.
- Improve operational rigor by identifying process gaps, recommending enhancements, and increasing adoption of renewal best practices.
- Demonstrate measurable impact on renewal predictability, retention performance, and executive visibility.
- Deliver predictable renewal outcomes across your assigned portfolio while consistently meeting or exceeding retention targets.
- Maintain highly accurate forecasting and provide leadership with reliable renewal visibility and risk assessment.
- Drive broad adoption of the Renewals Playbook and contribute to the continued evolution of scalable renewal processes.
- Establish yourself as a key contributor to the growth and maturity of Sitetracker's Renewals & Retention function while helping shape future renewal strategy.