In this role, you lead and develop a hybrid team of Customer Renewals Associates and Advisors to drive renewal performance and customer retention. You will set and monitor KPIs, coach on performance reviews, and foster a positive, customer-focused culture. You’ll partner with Sales, Customer Success, Finance and others to improve processes and maximise recurring revenue. This position offers opportunities to shape the renewals function and impact customer value at scale within a growing software group.
Pay / Benefits
hybrid working
well-being culture
inclusion and development
opportunity to impact millions globally
growth and career development
competitive, supportive team environment
Responsibilities
Lead and develop a team of Renewals Associates and Advisors
Set and drive KPIs, support targets achievement
Conduct regular 1:1s, coaching, performance reviews and development plans
Foster a positive, accountable, customer-focused team culture
Drive customer retention and renewal performance
Identify customer risks and handle complex retention conversations
Collaborate with Sales, Customer Success, Finance, Support, RevOps and Operations
Identify process improvements to the customer experience and efficiency
Support onboarding, succession planning and capability development
Key requirements
Previous experience in a Team Lead, Supervisor or people leadership role
Experience within customer renewals, retention or account management
Commercial mindset with comfort using performance data and KPIs
Excellent communication and relationship-building skills
Proactive approach to problem-solving and continuous improvement
Ability to prioritise and stay calm in a fast-paced environment
Experience in a technology or software business (bonus)
Genuine passion for coaching and developing people
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