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20 days ago
Requirements and responsibilities
We are seeking a results-driven Renewals & Expansion Manager to maximize customer retention, drive recurring revenue growth, and identify expansion opportunities within our existing customer base. This role is responsible for managing the end-to-end renewal process, building strong customer relationships, and partnering closely with Customer Success, Sales, Product, and Finance to ensure customers realize ongoing value from our solutions.The ideal candidate is customer-focused, commercially minded, highly organized, and experienced in subscription or recurring revenue business models.Key ResponsibilitiesCustomer RenewalsOwn the complete renewal lifecycle for an assigned portfolio of customers. Proactively engage customers well in advance of contract expiration. Forecast renewal outcomes and maintain an accurate renewal pipeline. Negotiate renewal terms while protecting revenue and minimizing churn. Coordinate internal stakeholders to resolve issues that may impact renewals. Revenue ExpansionIdentify upsell, cross-sell, and expansion opportunities within existing accounts. Partner with Customer Success and Sales to develop account growth strategies. Present additional products, services, and licensing options aligned with customer needs. Drive expansion revenue while maintaining high customer satisfaction. Customer Relationship ManagementBuild trusted relationships with key customer stakeholders. Understand customer business objectives and align solutions to support their success. Act as the primary commercial contact during renewal and expansion discussions. Manage escalations related to commercial agreements and contract negotiations. Forecasting & ReportingMaintain accurate opportunity data in CRM. Forecast monthly, quarterly, and annual renewal and expansion revenue. Monitor KPIs including: Gross Revenue Retention (GRR) Net Revenue Retention (NRR) Renewal Rate Churn Rate Expansion Revenue Pipeline Coverage Cross-Functional CollaborationWork closely with: Customer Success Sales Finance Legal Product Management Operations Ensure timely contract execution and seamless customer transitions. Skills, Knowledge, and ExpertiseRequiredBachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience). 3–7 years of experience in Account Management, Customer Success, Renewals, Sales, or Revenue Operations. Experience managing SaaS or subscription-based customer renewals. Strong negotiation and consultative selling skills. Excellent verbal and written communication skills. Experience using CRM platforms such as Salesforce or HubSpot. Strong analytical, forecasting, and organizational skills. PreferredExperience selling enterprise software or technology solutions. Knowledge of subscription metrics including ARR, MRR, NRR, and GRR. Experience working with contract management and pricing negotiations.About PortnoxPortnox offers cloud-native network and endpoint security essentials that enable agile, resource-constrained IT teams to proactively address today’s most pressing security challenges: the rapid expansion of enterprise networks, the proliferation of connected device types, and the increased sophistication of cyberattacks. Hundreds of companies have leveraged Portnox’s award-winning security products to enforce powerful network access, endpoint risk monitoring and remediation policies to strengthen their organizational security posture. By eliminating the need for any on-premises footprint common among traditional information security systems, Portnox allows companies - no matter their size, geo-distribution, or networking architecture - to deploy, scale, enforce and maintain these security policies with unprecedented ease.