Manager, Customer Renewals & Conversions

About the position:

We are seeking a strategic, innovative people leader to head a Renewals & Conversions team in EMEA. In this role, you will drive subscription conversion, customer expansion, and renewal management, ensuring a consistent and customer-centric experience. Daily engagement with customers and partners will be central to identifying opportunities, resolving concerns, and strengthening retention.
You will use management tools such as NetSuite, Salesforce CRM, and Tableau to track and measure team activity, including customer outreach, follow-ups, pipeline staging, and account movement. Monitoring performance closely, you will create and execute gap plans when forecasts fall short of target, providing timely and accurate reporting to senior leadership.
As a manager, you will coach and develop your team through real-time feedback, ongoing training, and clear goal setting. You will also collaborate across functions, including Sales, Marketing, Product, Finance, Collections, Customer Success, and Support, to ensure alignment on renewal strategy and execution.

Responsibilities:

• Lead and Coach a Renewals Sales Team
• Recruit, mentor, and develop a team of Renewals and Conversion Specialists, driving consistent performance and professional growth.
• Drive Renewal & Conversion Outcomes
• Drive revenue retention and conversions via a highly efficient, scalable customer renewal engine, ensuring timely execution of agreements and seamless customer experience.
• Customer Engagement & Advocacy
• Partner with account managers, sales engineers, and customer success teams to deliver consultative, value-led renewal conversations.
• Performance & Targets
• Set and manage KPIs for renewal rates, conversion percentages, expansion revenue, and customer retention, meeting or exceeding quarterly goals.

Requirements:

• Proven leadership/ coaching experience in Sales/ Renewal management, account management, or Inside Sales teams with a consistent track record of sales success and overachievement of quota expectations.
• Skilled at forecasting, pipeline management, and driving operational discipline/ cadence and reporting.
• Continuously refine and optimise renewals sales processes and tools to improve efficiency and effectiveness.
• A trusted advisor; demonstrated success in working with channel partners to drive retention and growth.
• Excellent communicator and negotiator, comfortable influencing across multiple stakeholders/ cross functions.
• Must be able to thrive in a fast-paced, ever-changing environment.
• Strong business acumen, critical thinking, and problem-solving.
• Champion customer experience, quality and technical excellence.
• Experience in recruitment, talent management, and driving employee engagement.
• Experienced in the software industry with knowledge of different licensing models, including on-premises, subscription, and SaaS.