Customer Success / Renewals Manager

Role Overview

The Renewals Manager role is a Senior Management Team (SMT) position, managing the Renewals team on a day-to today basis. The RM will be responsible for all day-to-day management of the team in achieving the Net Renewal Rate (NRR) and Gross Renewal Rate (GRR) targets for the team monthly.

In addition to the day-to-day management of the team, the RM will also work closely with the Sales & Marketing Director. The RM will have the accountability and responsibility for ensuring their Renewal AMs/Senior RAMs achieve their individual KPIs, metrics, and deliverables on a weekly and monthly basis, which will support the overall delivery of the Renewal targets. The RM will also be responsible for a small customer base of our clients more prestigious accounts to renew.

Core Activities: To ensure retention and growth targets (NRR and GRR) are hit and exceeded within renewals team monthly To motivate (and mentor where required), and drive performance across the RAMs/SRAMs against defined metrics, KPIs and deliverables to ensure time and resources are being spent in the right areas To renew a small portfolio of your own customers To provide weekly, monthly, and ongoing 121 reviews, and further training and support to the renewals team where required to deliver retention targets To oversee and manage the use of our Customer Success Management and Customer Relationship Management systems To always create a positive solutions-based culture where team members ‘own’ the accounts To drive upgrades and upselling wherever possible and appropriate both across the team and individually To accurately forecast retention rates, ‘live and breathe’ the numbers within you team and provide weekly reports to the S&M Director including accurate forecasts To support the recruitment of future RAMs/SRAMs and deliver a robust induction process for new starters Delivery of the individual and team KPI’s To analyse the KPI’s and find areas of improvement where required To deliver training and mentoring based on the KPI’s at an individual, and team level. To be the go-to person for team members who need support To gather feedback from the team to report into the S&M Director where appropriate. Leading daily and weekly team meetings providing clear focus and motivation Supporting the S&M Director where required including with recruitment of new team members Onboarding and training new recruits To be in the office for all team days and any additional days as required (circa 2 days per week)

This is hybrid position, 2 days per week in the office. This role would suit someone currently working in customer success / renewals. Candidates MUST have experience managing / leading a team.