Director, Renewals Management

Klaviyo’s Customer Success Management team is key to driving the success of our customers through accelerating product use and value and by helping them better achieve their business outcomes. The Director, Renewals Management is a key leadership role responsible for overseeing and optimizing the renewal process for the company's contracts. This role is pivotal in driving customer retention, fostering revenue growth, and enhancing overall customer satisfaction. The Director will lead a team of renewal specialists and collaborate cross-functionally to achieve these goals. This is a build role, you will be responsible for creating the function, working with the teams across Ops/Systems, Sales, and Customer success to set the strategy for the team, build the foundational elements and scale the team and the motion during the year.

Supervisory Responsibilities:

This role will manage a team of Renewal Specialists, in addition to driving key leadership initiatives against our customer retention strategy.

How you'll make a difference:

• Customer Retention: Develop and implement strategies to maximize customer retention rates and minimize churn.
• Contract Renewals: Oversee the renewal process to ensure timely and successful contract renewals.
• Revenue Growth: Drive revenue growth through renewals and identify opportunities for expansion within existing accounts.
• Customer Experience: Collaborate with Customer Success and other departments to address customer concerns and continuously improve the customer experience.
• Cross-Functional Collaboration: Work closely with Sales, Support, and Product teams to align on customer needs and ensure a seamless renewal experience.
• Risk Management: Proactively identify and mitigate renewal risks while capitalizing on expansion opportunities.
• Process Improvement: Continuously refine and optimize renewal processes, policies, and playbooks to enhance efficiency and effectiveness.
• Negotiation: Provide guidance and support to the team on complex contract negotiations.
• Team Leadership: Lead, mentor, and develop a high-performing team of renewal specialists.
• Performance Management: Set and track key performance indicators (KPIs) for the team, such as gross retention, on-time renewals, and customer satisfaction.

Education and Experience:

• Bachelor's degree in Business, or a related field.
• 12+ years of experience in customer success, account management, or a similar role, with at least 3-5 years in a leadership capacity.
• Proven track record of success in driving customer retention and revenue growth.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinker with strong analytical and problem-solving abilities.
• Experience with Salesforce or similar CRM software.