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Director, Renewal Management

Remote - US

At Dscout, we’re building the most flexible and powerful UX research platform on the market—trusted by the world’s top brands in finance (JP Morgan Chase, Intuit, Charles Schwab, PayPal), healthcare (Aya, Headspace), consumer goods (Keen, Verizon, Target, Northface), and tech (Google, Amazon, Facebook, Meta, Spotify, AirBnB). Our tools help teams deeply understand the humans behind their products, so they can build better ones. We are expanding our smart and driven team and would love for you to join us.

We’re looking for a results-driven Director, Renewal Management to own and optimize our global renewals function.

This strategic leader will be responsible for managing the Renewal Manager team, overseeing the renewals pipeline, ensuring accurate forecasting of retention and churn, and developing proactive strategies to maximize customer retention. You will be critical in leading our renewal Managers and guiding our Account Directors and Customer Success teams to greater accountability for renewals and retention outcomes.

If you are an experienced, results-driven sales professional with a deep understanding of renewals and revenue retention, a proven track record of success driving global SaaS renewals, and a strong data and analytical orientation that allows you to forecast and maximize renewals rates proactively, you have had success leading renewals teams, you can coach sales and success teams, and a track record of improving performance, we want to hear from you.

What you will do:

  • Renewals leadership: Oversee and manage the global renewals process, leading the Renewals organization and coaching accountable ADs and success teams to improve performance across all regions. Develop goals and KPIs that align with the company’s retention and growth objectives.
  • Forecasting and analysis: Lead the worldwide forecast process for renewals and churn, providing clear and accurate predictions on a quarterly and annual basis. Monitor trends to identify risks, opportunities, and necessary adjustments to meet targets.
  • Proactive renewal strategy: Ensure our sales org has visibility into upcoming renewals at least two quarters out. Implement a proactive strategy for renewal management, including early identification of at-risk accounts, engagement with customers well before renewal dates, and churn prevention playbooks.
  • Cross-functional collaboration: Establish and maintain a collaborative process with Sales and success colleagues and other customer-facing roles to drive successful renewals. Ensure smooth coordination to align on renewal actions, customer needs, and retention goals.
  • Process improvement: Continuously evaluate and refine the renewal process to optimize team performance, customer retention, and revenue retention. Implement industry best practices to enhance efficiency and effectiveness.
  • Team management: Manage a team of Renewal Managers that are tasked with owning and directing the swim lanes across our GTM organization.

What you need to have:

  • 7+ years of experience in customer success, renewals, or account management within a SaaS organization, with a strong track record in renewals and retention.
  • 3+ years leading a renewals function in a SaaS organization at scale, including direct interaction with customers. 
  • 5+ years of experience managing Account Managers, Account Directors, Renewal Managers or Customer Success staff
  • Strong expertise in renewals reporting and risk mitigation strategies.
  • Demonstrated expertise in forecasting, analytics, and proactive account management.
  • Strong strategic and operational skills, with the ability to balance short-term execution with long-term vision.
  • Excellent collaboration and communication skills, with the ability to coach Sales team members who are directly accountable for retention.
  • A data-driven mindset, comfortable with Salesforce, typical SaaS tech stacks, and common analytics tools.
Of course, what is outlined above is an ideal set of expectations; however, business needs and other projects and tasks may shift, and additional tasks could be assigned at the discretion of your manager.
 
About Dscout
 
Dscout is a team of passionate, empathetic, and curious professionals. As a recognized leader in the Forrester Wave, we’re at the cutting edge of experience research technology. The power of research drives us - how in-context insights from real people can build more enjoyable products and services. 
We prioritize learning, sharing, and building. We also deeply value being a diverse and inclusive team and company and look for team members who align with that belief. Join our dynamic team and help shape product roadmaps and business strategies for the world’s most loved brands.
 
It doesn't stop there. When you join the Dscout team, you will get:
  • A strong and competitive compensation package with a built-in bonus and equity program.
  • An incredible and progressive benefits package (for both you and your dependents) to support work/life balance, including flexible PTO, 15 company holidays, 12 weeks of paid parental leave, 401k match, and much more.
  • An education stipend to support your growth & development, and a remote work stipend.
  • A company that is open and transparent with our team. You will know what is happening and why it matters.
Dscout is an equal-opportunity employer that values diversity. We do not discriminate based on identity, including race, color, religion, national origin or ancestry, sex, gender identity and expression, age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law.
 
If you need reasonable accommodations for any part of the employment process, please email us at accommodations@dscout.com with the nature of your request and your contact information. We'll do everything possible to ensure you're well-prepared for success during our interview process, while also upholding your privacy, including accommodating any special requests. Please note that only inquiries regarding requests for reasonable accommodation will be responded to from this email address.
 
When you apply at Dscout, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references, as necessary to consider your job application for open positions. For more information about our privacy practices, please visit our Privacy Policy. 
 
Dscout participates in the E-Verify program in certain locations, as required by law.

Location Flexibility: Dscout is proud to support a remote-first workforce and enable employees to work from almost anywhere. At this time, however, we are unable to hire in the following locations: Montana, Hawaii, Alaska, and Washington DC.
 
NOTE: DSCOUT NEVER CONTACTS JOB APPLICANTS VIA TEXT, MESSENGER, OR OTHER SIMILAR APPLICATIONS. BE AWARE OF PHISHING AND SPOOFING SCAMS, BOTH VIA TEXT AND EMAIL. ONLY RESPOND TO EMAILS FROM DSCOUT.COM

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