Senior Manager, Renewals and Customer Success
- Datacor
- Remote USA
Job Description
About Us:
Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems.
We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications.
Role Purpose:
The Sr. Manager, Renewals and Customer Success is a senior lead role within the Customer Success and Growth organization at Datacor. This role is primarily accountable for protecting and growing revenue through a high-performing renewals function, while also providing strategic oversight of Customer Success with an eye toward scaling that function as the business grows. The Sr. Manager leads a team of renewals professionals, serves as a trusted advisor to Sales and CS leadership, and brings the experience and vision to help shape what a mature CS organization looks like at Datacor.
Core Responsibilities:
Renewals Leadership (Primary Focus):
- Lead a team of dedicated renewals professionals focused on minimizing financial attrition, locking in favorable terms, and identifying growth opportunities
- Own, drive, and manage the full renewals process in collaboration with Sales, Customer Success, Pricing, and Product Management
- Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting customer trust
- Accurately maintain and forecast a rolling 120-day renewals pipeline; run weekly forecast meetings with the team to drive accuracy and accountability
- Ensure the team identifies customer requirements, uncovers roadblocks, and drives renewal events to on-time closure
- Communicate renewal risk clearly and take the lead in developing resolution strategies
- Maximize account growth opportunities by ensuring the renewals team plays an active role on the extended account team and surfaces incremental expansion opportunities
- Assist in annual renewal planning, including calculation of renewal rates, term length targets, and price increase strategies
- Ensure adherence to best practices for Opportunity Management, Data Quality, Quotations, and Forecasting in Salesforce
Customer Success Oversight and Growth (future consideration):
- Provide strategic direction to the Customer Success team, ensuring CSMs are driving adoption, managing risk, and positioning accounts for renewal
- Champion the renewal readiness process ensuring account health, value delivered, and risk flags are documented and handed off to the Renewals team well ahead of renewal outreach
- Serve as an escalation point for complex or high-risk customer situations, and ensure at-risk accounts have active mitigation plans in place
- Identify gaps in CS process, tooling, and coverage, and bring prior experience scaling a CS function to bear as Datacor continues to build contributing to playbooks, segmentation models, and engagement frameworks when the time is right
Team Development and Leadership:
- Ongoing mentoring, coaching, and career development for both renewals and CS team members
- Engage in regular 1:1s with all direct reports; foster a culture of accountability and continuous improvement
- Develop and educate the team on best practices across renewals, account management, and customer engagement
- Embrace the use of AI and automation tools to reduce manual work and increase team capacity
Cross-Functional Alignment:
- Build and maintain strong alignment with Sales, Customer Success, and executive leadership through a regular meeting cadence
- Initiate and develop relationships with key internal stakeholders to influence policy and process, identify gaps, and proactively address them
- Provide executive leadership with full visibility into renewal forecasts, at-risk accounts, and CS portfolio health
- Relay customer feedback to Product and relay roadmap commitments back to the CS team
Qualifications:
Required:
- Proven track record leading and developing a renewals or post-sale revenue team, with demonstrated overachievement of quota and KPIs
- Experience managing a renewals pipeline in a B2B SaaS or software environment, including forecasting, risk management, and contract negotiation
- Background in Customer Success or post-sale account management, with an understanding of how CS and renewals motions intersect
- Experience contributing to or helping scale a Customer Success function whether through process design, team structure, tooling, or segmentation
- Strong Salesforce proficiency; experience managing complex renewal cycles through CRM
Preferred:
- Experience negotiating complex, multi-year contracts at the executive (CXO) level
- Experience converting customers from Perpetual to Subscription licensing models
- ERP, supply chain, or similarly complex enterprise software background
- Familiarity with CS platforms (Gainsight, Totango, ChurnZero, etc.) and scaled/digital CS programs
- Bachelor's degree
Skills and Competencies:
- Exceptional negotiation skills with the ability to mentor and coach those skills to the team
- Strong financial acumen, with the ability to manage, analyze, and track data across a complex renewal cycle
- Strategic mindset able to engage in persuasive, value-based conversations with customers and internal executives
- Organized and operationally rigorous; able to manage multiple priorities in a fast-paced, evolving environment
- Clear communicator across all levels written, verbal, and executive-facing
- Comfortable operating in a building environment and contributing to how things get structured and scaled
EOE Statement:
Datacor is an Equal Opportunity Employer and does not discriminate on the basis or race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.
Use of AI During Interviews:
At Datacor, we value thoughtful problem-solving and authentic perspectives. To ensure a fair and consistent evaluation process, we ask that candidates do not use generative AI tools or outside assistance during live interviews unless explicitly stated otherwise. We're interested in hearing your experience, your approach, and how you think through challenges.
