2025-08-14
Zendesk
Other
/yr
employee
contract
Austin
Texas
78701
United States
Location: Austin, Texas, United States of America | Madison, Wisconsin, United States of America
Requisition ID: R31830
Position_Type: Full time | Full time
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' business’ renew successfully and on time.
Manager, Digital Renewals will lead a team of Renewal Representatives who focus on customer retention and contract renewals, especially in the digital or online segment.
Key Responsibilities:
Team Leadership: Managing, coaching, and developing Renewal Reps to achieve goals related to gross revenue retention (GRR), long-term renewals, and upsell opportunities.
Renewal Process Management: Overseeing the entire renewal cycle for a portfolio of customers, including forecasting, quoting, negotiation, and contract closure.
Driving Digital Strategies: Building and implementing digital strategies to manage customer relationships, enhance satisfaction, and drive product adoption at scale.
Data Analysis & Forecasting: Utilizing customer data and insights to predict renewals, identify churn risks, and develop risk mitigation strategies.
Cross-Functional Collaboration: Partnering with Sales, Customer Success, Legal, Product, and Finance teams to align on strategies, optimize processes, and address customer concerns.
Process Improvement: Developing and implementing scalable processes to improve the efficiency and effectiveness of the renewal motion.
Escalation Management: Serving as a point of escalation for complex renewal scenarios, including pricing objections and churn risk.
Reporting & Performance Tracking: Monitoring and reporting on key renewal performance metrics like renewal rate and churn rate.
Essential Skills and Qualifications:
Experience: 8+ years of experience in a customer-facing SaaS role (e.g., Renewals, Customer Success, Account Management, Sales) is required. People management or team lead experience is mandatory.
Domain Expertise: A strong understanding of subscription models, renewal workflows, customer lifecycle stages. Preference for candidates with strong Zendesk products and services knowledge and experience.
Customer Relationship Management: Exceptional communication and interpersonal skills to build rapport with customers and navigate difficult conversations.
Negotiation Skills: Strong negotiation abilities to maximize contract value and resolve objections during the renewal process.
Analytical Skills: The ability to analyze customer data, forecast trends, and make data-driven decisions.
Operational and AI first Mindset: A focus on process improvement and scaling operations using AI and Automation.
Technical Acumen: Understanding the technology behind the product/service is beneficial for communication and problem-solving.
CRM and Customer Success Platform Proficiency: Experience with tools like Salesforce, Gainsight, Clari and Zendesk.
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.
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com
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