Manager, LATAM Renewals - Military veterans preferred

Location: Austin, Texas, United States of America | Madison, Wisconsin, United States of America

Requisition ID: R31831

Position_Type: Full time

Job Description

What We Do

Our Renewals team secures and protects our customer renewal base and at the same time looks for growth opportunities. A key fixture of our renewals team is the work our Renewals team members do to understand a customer’s contract, work creatively to provide solutions, and ultimately help customers’ businesses renew successfully and on time.

What You Will Do

As the Manager - LATAM Renewals, you will play a critical role in helping the Zendesk Renewals team achieve its mission by leading, coaching, and managing a remote team of 8 Renewal Representatives based across Mexico City and São Paulo, Brazil. You'll be responsible for overseeing the renewal process within the LATAM region and ensuring the team meets goals for customer retention and subscription revenue growth.

Maintaining fluency in English, Spanish, and Portuguese is essential for managing contracts, communications, negotiations, and customer escalations across multiple languages within the region. You will also spend part of your time managing a book of business, staying close to the evolving product, customer renewal experience, and your team’s challenges during your transition and ongoing management.

Key Responsibilities

• Book of Business Management:
  Achieve churn and contraction targets for your book of business in LATAM; forecast and report risks effectively. Manage territory and assign renewal accounts with consideration to language proficiency and region.

• People Management & Coaching:
  Lead, mentor, and coach a geographically-distributed team of Renewal Representatives to implement best practices for renewals specific to the LATAM market. Provide weekly 1:1 meetings, deliver actionable feedback, and guide your team through negotiation and renewal challenges in Spanish, Portuguese, and English.

• Renewal Process Ownership:
  Oversee the full renewal lifecycle including forecasting, quoting, negotiation, and contract closure in the LATAM region. Ensure renewals are executed seamlessly across multiple languages and cultural contexts.

• Cross-Functional Collaboration:
  Partner closely with Sales, Customer Success, Legal, Product, and Finance teams, aligning strategies to optimize the renewal process for LATAM customers and address region-specific needs.

• Operations & Improvement:
  Become a subject matter expert on LATAM renewals processes and customer renewal dynamics. Identify and recommend process improvements leveraging operational efficiency and AI-driven automation tools.

• Escalation & Reporting:
  Act as the escalation point for complex renewal cases involving high churn risk or pricing objections. Monitor and report on key performance metrics such as renewal rate, churn rate, and upsell opportunities within LATAM.

• Hiring & Onboarding:
  Recruit and onboard new team members as the LATAM renewals team expands. Collaborate with senior leadership to refine onboarding and training processes tailored for LATAM representatives.

Essential Skills and Qualifications

• Bachelor’s degree or equivalent experience.

• Languages: Fluency in English, Spanish, and Portuguese (speaking, reading, and writing) is required to effectively manage contracts, customer relationships, and internal communications across LATAM.

• 6+ years in a customer-facing SaaS role such as Renewals, Customer Success, Account Management, or Sales, with mandatory experience managing or leading teams.

• Strong understanding of subscription models, renewal workflows, and customer lifecycle management with preference for Zendesk product knowledge.

• Outstanding communication and interpersonal skills, able to navigate complex customer situations across different languages and cultures.

• Excellent negotiation skills to maximize contract value in multilingual contexts.

• Strong data analytical skills with the ability to identify renewal trends and mitigate churn risks through data-driven insights.

• Operational mindset with a focus on scaling efficiencies using AI and automation.

• Technical acumen to understand the product/service and communicate effectively with customers and internal teams.

• Proficiency with CRM and customer success platforms including Salesforce, Gainsight, Clari, and Zendesk.

Reporting Structure

This role reports directly to the Director, Global Renewals.

The US annualized OTE (On Target Earnings) range for this position is $149,000.00-$223,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Equal employment opportunity, including veterans and individuals with disabilities.

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