Join us on our mission to make a better world of work.
Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.
Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.
For more information visit cultureamp.com.
About the Role:
We are looking for a seasoned and strategic Lead Renewal Manager (LRM) to lead renewal efforts for complex, high-value accounts, while also contributing to the development of best practices for Enterprise Renewals at Culture Amp.
In this role, you will be an integral part of the global Enterprise CX team, responsible for running your own book of Enterprise renewals, whilst also serving as a key contributor to the ongoing evolution of our global Enterprise renewals playbook.
You will engage with senior C-level stakeholders, manage intricate contract negotiations, and develop tailored renewal strategies. As an LRM, you will oversee an enterprise-level renewal pipeline, mitigate risks, and collaborate with Account Executives and Customer Success Managers to maximize renewal outcomes. Your work will directly impact retention and revenue growth in the enterprise segment.
Key Responsibilities:
Renewal Strategy & Execution
- Develop and execute strategic plans to secure on-time renewals for Enterprise customers.
- Proactively identify and mitigate risks to ensure seamless contract renewals.
- Manage renewal pipelines and accurately forecast outcomes to meet or exceed retention targets.
- Lead on re-selling activities for instances where an account needs to be re-sold the value and capabilities of Culture Amp’s offerings.
Customer Relationship Management
- Build and maintain strong relationships with key stakeholders and decision-makers in Enterprise accounts.
- Partner with Customer Success Managers (CSMs) to ensure customer satisfaction and resolve challenges impacting renewal outcomes.
- Serve as the primary point of contact for renewal discussions, balancing customer needs with company objectives.
- Occasionally support escalations for renewals outside of your own renewal book
Cross-Functional Collaboration
- Work closely with Account Executives (AEs) to identify and execute upsell and cross-sell opportunities during the renewal process.
- Partner with legal and finance teams to manage complex contract negotiations, including terms, pricing, and compliance considerations.
- Collaborate with Customer Success and Product teams to gather insights on customer adoption and value realization.
Negotiation & Contract Management
- Lead all aspects of the renewal negotiation process, ensuring terms are aligned with business objectives.
- Prepare, present, and finalize renewal options, addressing customer concerns while advocating for the company’s interests.
- Manage any escalations effectively, ensuring a positive customer experience.
Data-Driven Decision Making
- Analyze customer usage, adoption trends, and sentiment to inform renewal strategies.
- Maintain accurate records of renewal activities, outcomes, and learnings in the CRM.
- Provide feedback to internal teams based on customer insights to drive product and process improvements.
Goal Achievement & Reporting
- Meet or exceed individual and team renewal and retention targets.
- Play a leading role in reporting out your region’s renewal performance metrics, pipeline health, and key risk factors to leadership.
- Contribute to quarterly business reviews (QBRs) by providing insights on renewal progress and customer trends.
Leadership, Mentorship and Team Enablement
- Serve as your region’s key contributor for renewal best practices and customer-first approaches.
- As the team grows, mentor and guide other Renewal Managers, enhancing their skills in customer engagement, negotiation, and pipeline management.
- Identify inefficiencies in renewal workflows, recommending improvements to enhance team performance and operational scalability and improve predictability of retention through these improvements
- Contribute to the ongoing refinement of Enterprise Renewal playbooks, procedures, policies and tooling. Example projects may include participating in Pricing and Packaging reviews, launching of auto-renewal policies and automatic price increases, establishing renewal discounting frameworks, launching a library of objection handling techniques, and more.
Qualifications:
- 7+ years of experience in renewals, account management, customer success, or sales within a SaaS or Enterprise software environment.
- Experience refining and scaling renewals processes for a global enterprise customer base.
- Proven track record of meeting or exceeding retention and revenue goals.
- Advanced negotiation and relationship management skills, with a proven track record of handling complex, million-dollar plus contracts.
- Exceptional communication and interpersonal skills to build and maintain relationships with senior stakeholders.
- Strong mentorship and coaching capabilities, with a collaborative approach to team development.
- Analytical mindset with proficiency in leveraging data to inform decisions and strategies.
- Effective organizational and project management skills to manage multiple renewals simultaneously.
- Deep understanding of SaaS metrics (e.g., ARR, GRR, NRR) and their impact on renewal strategies.
- Experience with financial concepts like ROI and TCO to articulate customer value.
- Proficiency in CRM and Customer Success platform tools (experience with Salesforce and Vitally preferred).
- Experience working with global or Enterprise-level customers across multiple industries.
We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:
- Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
- Programs, coaching, and budgets to help you thrive personally and professionally
- Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
- Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
- Team budgets dedicated to team building activities and connection
- Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
- Extended year-end breaks: An extended refresh period at the end of year
- Excellent parental leave and in work support program available from day 1 of joining Culture Amp
- 5 Social Impact Days a year to make a positive impact on the community outside of work
- MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
- Medical insurance coverage for you and your family (Available for US & UK only)
Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.
We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.
Please keep reading...
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.
We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!
Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.
If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
