Renewals Manager

Location: Remote - US

Department: Customer Success

What Youll Do: 

• Own the Ops Layer of Renewals: Run auto-renewal processing, forecast hygiene, and contract audits across the book. Help the team hit 95%+ on-time renewal close by T-30 with zero lapses on Enterprise accounts.
• Partner on the Scaled Renewal Motion: Work alongside the Scaled CSM to manage renewals across our scaled book. Blend automation with light-touch commercial execution to keep Gross Retention at 97%+.
• Support Enterprise Renewal Strategy: Partner alongside the Renewals Team Lead on T-120 Renewal Briefs, commercial prep, and account research. You pull the data, draft the documents, and help set up the commercial conversation.
• Grow Into Account Ownership: Ramp into A2 coverage through your first quarter. By the end of Q2, run A2 renewals and complex mid-market escalations independently, contributing to Enterprise Gross Retention of 93%+.
• Contribute to the Build Roadmap: Help ship the playbooks, tooling, and documentation that make Eves renewals function scalable. Youre the first renewal hire, so youre building the function alongside the Renewals Team Lead, not just executing against whats there.
• Run With GTM: Work shoulder to shoulder with CSMs, AEs, deal desk, and Finance. Make the handoffs clean and the paper fast so customers feel one team, not three.
• Bring an AI-Forward Approach: Use AI tooling to move faster on account research, proposal drafting, forecast summaries, and customer outreach. Help define what a modern renewals function looks like when AI is built into the workflow.

What Were Looking For:

• Process Oriented: You thrive in structure and build it where its missing. You can hold dozens of moving pieces in motion without dropping the thread.
• Commercial Instinct: You know how to work with customers. You can walk them through pricing, handle objections, and negotiate terms without losing the relationship.
• Communication: Youre clear and compelling in writing and on calls. Your proposals land, your internal updates are sharp, and customers feel heard, not pitched.
• Grit and Ambition: You want to help build something, not just execute against someone elses playbook. You push through the messy middle and want to grow into more scope over time.
• Tool Fluency: You pick up new SaaS tools fast. Hands-on time in a CS platform (Vitally, Gainsight, Catalyst) and a CRM (HubSpot, Salesforce) is an advantage.
• Legal Industry Curiosity: You dont need to know plaintiff law, but youre eager to understand how our customers practice it.
• AI-Forward Mindset: You believe AI changes how customer-facing teams work and you want to help shape how Eves renewals function runs on top of it.

Preferred Qualifications:

• 1-3 years in SaaS renewals, customer success operations, sales operations, or account management
• Hands-on time in a CS platform (Vitally, Gainsight, Catalyst) and a CRM (HubSpot, Salesforce)
• Comfort working with usage data, product signals, and forecast inputs
• Exposure to the contract lifecycle: proposals, redlines, signature workflow