Senior Manager – Renewals
| Company | Docebo |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 5-10 years of experience driving customer renewals in a SaaS environment, with a proven track record of success in customer retention and expansion.
- Minimum of 3 years of experience in a people management role, ideally overseeing a globally distributed team.
- Deep understanding of SaaS contract management, negotiation, and procurement practices.
- Experience collaborating effectively with cross-functional teams to deliver on shared goals.
- Commercial acumen in contract management, procurement practices, upselling, and negotiation strategies.
- Customer-centric mindset paired with a results-driven, commercial-focused approach.
- Ability to navigate complex customer requirements and prioritize effectively in a fast-paced environment.
- Proficiency in CRM systems and other relevant tools, with the ability to leverage data for decision-making.
- Knowledge of Learning Management System (LMS) technologies is a plus.
- Ability to travel up to 25%, with notice.
Responsibilities
- Directly manage, coach, and develop a global team of Renewal Managers, ensuring alignment with Docebo’s revenue goals and customer-centric values.
- Define and own the contract renewal process for Docebo customers, driving proactive engagement to secure timely and accurate renewals.
- Identify potential risks to customer retention and implement proactive strategies to mitigate churn and improve Net and Gross Dollar Retention Rates.
- Partner with the Center of Excellence to analyze and identify retention trends and provide insights to the business.
- Partner with Customer Success, Account Management, and Professional Services teams to ensure a seamless customer experience and maximize renewal and expansion opportunities.
- Lead renewal and risk forecasting processes, ensuring data accuracy and actionable insights for leadership.
- Manage customer negotiations for renewal terms, pricing, and contract modifications, focusing on creating mutually beneficial outcomes.
- Identify opportunities to upsell and cross-sell additional Docebo products or services during the renewal process to drive customer value and revenue growth.
- Design and implement scalable processes and best practices to enhance the efficiency and effectiveness of renewal management activities.
- Act as a senior escalation point for renewal-related customer concerns, collaborating with internal teams to resolve issues and maintain high customer satisfaction.
Preferred Qualifications
- Experience in Technology Risk Management, Compliance, and Information Security
- Experience with compliance frameworks and federal security standards like FedRAMP, FISMA, NIST SP 800-53, SOC2, ISO 27001, RMF
- Working knowledge of NIST SP 800-53 concerning cloud technologies, architectures, and services
- Experience performing FedRAMP assessments, authorization, and continuous monitoring (ConMon) of cloud service offerings