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Key Responsibilities and Required Skills for Enterprise Renewals Account Manager

💰 $110,000 - $160,000

SalesCustomer SuccessRenewalsSaaSAccount Management

🎯 Role Definition

The Enterprise Renewals Account Manager owns the end-to-end renewal lifecycle for a defined portfolio of enterprise customers. This role is accountable for ensuring timely contract renewals, protecting and growing recurring revenue (ARR/MRR), identifying upsell and cross-sell opportunities, and executing strategic retention campaigns. The ideal candidate combines consultative negotiation skills, data-driven forecasting, and cross-functional coordination to reduce churn and improve net revenue retention across complex, contract-driven enterprise accounts.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Senior Customer Success Manager (CSM) with enterprise experience
  • Enterprise Account Manager / Account Executive focused on renewals
  • Renewals Specialist / Renewal Coordinator in SaaS environments

Advancement To:

  • Senior Enterprise Renewals Manager / Manager of Renewals
  • Director of Renewals or Director of Customer Success
  • Head of Customer Success, VP of Revenue, or Chief Customer Officer (CCO)

Lateral Moves:

  • Strategic Account Executive (Enterprise Sales)
  • Customer Success Lead / Engagement Manager

Core Responsibilities

Primary Functions

  • Own the full lifecycle of enterprise renewals for a designated portfolio—proactively manage renewal dates, timelines, and contract expirations to ensure 95%+ renewal execution within established windows.
  • Develop and execute proactive renewal strategies and account-level playbooks that reduce churn risk and maximize net revenue retention (NRR).
  • Negotiate renewal contracts and commercial terms with enterprise procurement, legal, and executive stakeholders, balancing retention with company margin objectives.
  • Build and maintain a prioritized renewal pipeline and perform weekly/monthly forecasting of renewal revenue (ARR/MRR) with high accuracy for Finance and Revenue Ops.
  • Identify, qualify and drive upsell and cross-sell opportunities within existing accounts during the renewal cycle to increase account expansion and ARR.
  • Conduct executive business reviews (EBRs) and renewal-focused QBRs with C-level sponsors to align on value, ROI, and business outcomes tied to renewal decisions.
  • Collaborate closely with Customer Success Managers to ensure product adoption metrics, risk signals, and customer health scores inform renewal strategy and timing.
  • Prepare and deliver compelling renewal proposals, commercial offers, and statements of work (SOW) that incorporate pricing, term adjustments, and value-based contractual language.
  • Coordinate with Legal, Procurement and Sales Operations to expedite contract approvals, redline negotiations, and procurement processes to meet renewal deadlines.
  • Maintain and update renewal-related data and activities in Salesforce (or equivalent CRM), ensuring accurate contract history, terms, renewal probability and close dates.
  • Use data analysis (Excel, Looker/Tableau, SQL when needed) to identify at-risk renewals, churn drivers, and trends to inform mitigation plans and customer interventions.
  • Implement renewal automation and playbooks (templates, follow-up cadences, renewal campaigns) to scale renewals across a large enterprise base.
  • Lead cross-functional renewal readiness calls with Onboarding, Support, Product and Marketing to remove renewal blockers and escalate unresolved technical or contractual issues.
  • Track and report KPIs—renewal rate, net retention rate, churn rate, renewal velocity, average contract value (ACV) at renewal—and present insights to leadership.
  • Design and execute churn mitigation plans for at-risk accounts including targeted outreach, service remediation, pricing/term adjustments, and executive interventions.
  • Participate in pricing and packaging reviews to advise Product and Revenue teams on changes that improve renewal outcomes and competitive positioning.
  • Serve as the primary escalation contact for renewal disputes, coordinating post-mortem analysis and remediation to recover at-risk revenue.
  • Run renewal campaigns including automated email cadences, renewal checklists, and targeted communications tailored to contract type, region, or vertical.
  • Manage complex multi-year and multi-entity renewals, including consolidation of contracts, seat counts, usage-based adjustments, and international billing considerations.
  • Partner with Finance/Revenue Recognition to ensure renewals are properly documented for ASC 606 compliance and timely reporting of deferred revenue.
  • Train and mentor junior renewals team members, share best practices, and continuously refine renewal playbooks to increase team efficiency and close rates.
  • Conduct win/loss and churn analysis post-renewal to identify systemic issues, opportunities for product improvements, or changes to the commercial approach.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Build and maintain renewal templates, FAQs, and playbooks for scaling and onboarding new hires.
  • Provide regular training sessions for Sales and Customer Success on renewal best practices and negotiation tactics.
  • Partner with Marketing to craft renewal messaging and customer retention campaigns.
  • Maintain a competitive market view—monitor competitor pricing, contract terms, and renewal tactics.

Required Skills & Competencies

Hard Skills (Technical)

  • Subscription renewals & retention strategy (SaaS context) — deep familiarity with ARR, MRR, NRR, CLTV and churn modeling.
  • CRM mastery: Salesforce (or equivalent) for forecasting, opportunity management, and contract logging.
  • Commercial negotiation & contract management — redlining, SOWs, pricing adjustments and multi-entity agreements.
  • Financial acumen: working knowledge of revenue recognition (ASC 606), billing models, and basic P&L impacts of renewals.
  • Renewal forecasting & pipeline management — building and maintaining accurate renewal forecasts and dashboards.
  • Data analysis tools: advanced Excel (pivot tables, VLOOKUP/INDEX-MATCH), Google Sheets, and BI tools like Tableau, Looker, Power BI.
  • Experience with CPQ (Configure-Price-Quote) systems or quoting tools for rapid proposal generation.
  • Familiarity with procurement, sourcing, and enterprise purchasing cycles; experience managing RFP and procurement processes.
  • Basic SQL or ability to collaborate with analytics teams to extract renewal risk signals and adoption metrics.
  • Contract lifecycle tools and e-signature platforms (DocuSign, Adobe Sign) and standard contract templates.

Soft Skills

  • Executive-level communication and presentation skills—able to influence C-suite stakeholders and present ROI value propositions.
  • Strong negotiation skills with the ability to balance customer needs and company objectives.
  • Customer-centric consultative approach—focus on delivering measurable business outcomes.
  • Strategic thinking and prioritization—align renewal tactics to highest-impact accounts and revenue risk.
  • High emotional intelligence and conflict resolution—manage escalations diplomatically.
  • Cross-functional collaboration—partner seamlessly with Sales, CS, Product, Legal and Finance.
  • Time management and organization—manage multiple concurrent renewals across complex timelines.
  • Problem-solving and critical-thinking—translate customer signals into actionable renewal plans.
  • Coaching and mentorship—develop junior colleagues and scale renewal operations.
  • Resilience and adaptability—navigate changing contract terms, procurement cycles, and market conditions.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's degree in Business, Finance, Marketing, Economics, or related field.

Preferred Education:

  • Bachelor’s degree plus certification (e.g., Certified Customer Success Manager) or MBA preferred for senior roles.

Relevant Fields of Study:

  • Business Administration
  • Finance / Accounting
  • Marketing / Sales
  • Computer Science or Information Systems (for technical enterprise products)

Experience Requirements

Typical Experience Range:

  • 3–8 years in SaaS renewals, customer success, or enterprise account management (enterprise-level portfolio experience preferred).

Preferred:

  • 5+ years managing enterprise renewals or strategic accounts in a B2B SaaS environment.
  • Proven track record of achieving >90% renewal rates and contributing to positive net revenue retention.
  • Experience working with cross-functional GTM teams and interacting with Procurement and Legal stakeholders.
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