Why This Job is Featured on The SaaS Jobs
This Renewals Manager role sits at a core SaaS inflection point: the moment recurring revenue is either retained, expanded, or lost. In subscription businesses, renewals work is not administrative; it is commercial execution tied directly to customer outcomes, competitive positioning, and contract structure. The remit described, including ownership of negotiation and term strategy across a portfolio, reflects a mature go to market motion where retention is treated as a primary growth lever.
For a SaaS career, renewals experience tends to compound. Managing forecasting, risk, and multi stakeholder negotiations builds fluency in metrics and operating rhythms that translate across Customer Success, Account Management, and broader revenue operations. Partnering closely with account executives and customer success managers also provides a practical view of how product value is communicated and defended over time, which is central to long term SaaS account economics.
This role best suits professionals who prefer structured ownership and measurable outcomes, and who are comfortable balancing relationship stewardship with commercial rigor. It will appeal to candidates who enjoy cross functional coordination and can stay precise on details while running many parallel renewal cycles.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
A Renewal Manager at Dialpad is responsible for providing best-in-class strategic renewal management and execution across a portfolio of existing Dialpad customers. Serving as their assigned customers' main point of contact for their contract extension with Dialpad, they will foster a high level of trust, satisfaction, and engagement across their assigned accounts.
The RM will develop and execute the renewal strategy for their portfolio. The RM will own the end-to-end renewal process, including negotiation and contract terms. To be successful, the RM will partner with the Client Account Executive and Customer Success Manager to ensure our customers realize the value of their investment and can demonstrate the value differentiation of Dialpad versus our competitors.
The RM is a member of the Client Sales organization, will carry a revenue renewal quota, and will report directly to the Director of Renewals Management.
What you'll do
- Drive and lead the renewals process in collaboration with the CAE and CSM to preserve and improve customer contracts and relationships.
- Effectively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure timely commitments.
- Achieve or exceed quarterly revenue goals, tied to retention, growth, and term extension of existing customer contracts.
- Maintain and report an accurate forecast of renewals.
- Negotiate and execute renewal contracts that align to customer goals.
- Discover and identify upsell/cross-sell opportunities during contract renewal to maximize customer growth.
- Communicate risk clearly and partner with the CSM in developing resolution strategies.
- Escalate whenever appropriate to help resolve customer concerns.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product.
- Effectively communicate the benefits of the customer’s Dialpad solution and differentiate from competitive solutions.
- Own the renewal sales cycle, from developing a strategy, to building relationships with key stakeholders, to negotiation and contracting.
Skills you'll bring
- 3-5 years of experience in Renewals, Account Management, Customer Success, or other applicable customer-facing roles.
- Proven success in meeting and exceeding revenue targets while managing renewals.
- History of managing a high volume of transactions.
- Passionate about providing a top-notch, best-in-class customer experience.
- Strong presentation, meeting facilitation, and written communication skills.
- Comfortable analyzing and understanding data.
- Excellent time management skills with the ability to track numerous details.
- Willingness to travel to customer locations or events as needed.
- Desire to work in a fast-paced startup environment where your input is desired to help craft our offerings and how we interact with clients.
- Experienced with CRM software (ex. Salesforce) and GSuite tools (Google Sheets).
- Ability to communicate, present, and influence key stakeholders at all levels of an organization.
- Have a deep understanding of how businesses operate and the priorities that drive decisions from C-level down.
- Able to work US core hours (7 am - 5pm Pacific Time) while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.
- Must be comfortable with a hybrid work arrangement, requiring 1 day onsite per week.
- Excellent internet connectivity required.
