Director, Customer Success & Renewals

United States, Remote

Who We Are

In today’s work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive. 

While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world.

Ivanti’s mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers. 

Our Culture - Everywhere Work Centered Around You

At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued. Through Ivanti’s Centered Around You approach, our employees benefit from programs focused on their professional development and career growth. 

We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks.  Are you ready to join us on the journey to elevate Everywhere Work? 

Why We Need You!

The Director, Customer Success and Renewals at Ivanti leads a global team responsible for renewals and customer success within a our mid market accounts. They collaborate with sales to develop strategic proposals, negotiate and execute renewal contracts, and drive customer loyalty and growth. They will also work to find and remediate risk within accounts and drive product adoption at scale.  This role offers the opportunity to lead a high-performing team, work cross-functionally with various internal teams, and contribute to Ivanti's mission of elevating Everywhere Work. A top candidate would be motivated by the chance to make a significant impact, work in a diverse and inclusive environment, and be part of a global technology leader.

About The Team

The Global Renewals team plays a critical role in ensuring customers achieve their desired outcomes by retaining, extending and expanding our solutions throughout the customer life-cycle. We manage more customer-facing interactions than any other team and are manically focused on customer retention, revenue growth and ensuring successful renewal of customer contacts. #LeaveNoCustomerBehind The Global Renewals team is a highly collaborative organization working cross-functionally with many teams including customer success, field sales and our worldwide network of channel partners.

What You Will Be Doing

  • Lead a global team of Renewal Account Managers 
  • Maximize license expansion and growth for top global customers
  • Develop account management strategies to drive retention and customer satisfaction
  • Collaborate with sales and internal teams to identify new business opportunities/Account strategy
  • Apply best in class customer success practices at scale to find and remediate risk and drive adoption
  • Negotiate and execute renewal contracts aligned with customer and company goals
  • Monitor and analyze account performance data to inform decision-making
  • Lead, motivate, and train the Renewal Account Manager team

To Be Successful in The Role, You Will Have

  • 10+ years of software management experience
  • Experience in renewals, account management, and customer success at scale handling high volume of accounts and renewal transactions
  • Demonstrated track record of building and leading high-performing teams
  • Strong collaborative and team-oriented approach
  • Excellent presentation and negotiation skills
  • Passion for customer success
  • Bachelor's degree in Business, MBA a plus
  • Expereince working with a large partner network
  • Experience using Customer Success platforms (Planhat preferred)

Roadmap for Success

  • First 90 Days:
    • Understand the Ivanti culture, values, and mission
    • Familiarize yourself with the Strategic Enterprise Renewals team and their responsibilities
    • Build relationships with key stakeholders in Sales, Customer Success, Legal, Finance, and other internal teams
    • Review and analyze the existing renewal portfolio and identify areas for improvement
    • Develop a deep understanding of Ivanti's products and services
    • Set performance goals and expectations for the Renewal Account Manager team
  • First 6 Months:
    • Implement new account management strategies to improve retention and customer satisfaction
    • Identify and pursue upsell and cross-sell opportunities with existing clients
    • Work with sales to identify and drive new business opportunities and growth
    • Create and deliver strategic deal proposals to customers
    • Negotiate and execute renewal contracts that align with customer and company goals
    • Monitor and analyze account performance data to inform decision-making and strategy adjustment
    • Regularly meet with the Renewal Account Manager team to provide coaching and support
  • First 12 Months:
    • Achieve all core metrics, including Gross Retention Rate, Net Retention Rate, Attach Rate, and On-Time Renewals
    • Drive expansion opportunities at the time of renewal
    • Build and maintain strong relationships with key clients to ensure customer loyalty and growth
    • Provide accurate forecasting for the renewals portfolio and new business attach
    • Lead, motivate, and train the Renewal Account Manager team to reach their full potential
    • Participate in relevant sales account activities to ensure alignment with the business strategy

Our Employer Commitment

This job posting will remain active until a qualified candidate is identified.

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

If you require special assistance for the best interview experience, please contact us at recruiting@ivanti.com.

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