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

• 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.

Renewal Pipeline Management + Visibility

• 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.

Cross-Functional Influence + Execution

• 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.

Risk Identification + Retention Strategy

• 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.