Customer Success Renewals Manager

What you can expect

In this high-impact role, you’ll take full ownership of the renewals lifecycle, working to protect and grow revenue across our scaled customer base. You’ll be at the center of our retention engine, driving both Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). By managing renewals end-to-end and

identifying smart, strategic upsell opportunities. You’ll be empowered to make decisions, share insights, and contribute directly to key company OKRs.

This isn’t just about keeping the lights on — it’s about building long-term value through relationships, timing, and precision.

About the Team

Workvivo is the heart of the employee experience. We’re a digital platform that amplifies culture, connects people, and celebrates the moments that make work meaningful. Now a proud part of the Zoom family, we’re combining purpose with powerful tech to help teams thrive everywhere. We work hard, celebrate often, and put people at the center of everything we do—including you.

Responsibilities

• Managing the end-to-end renewals process for a high volume of scaled accounts

• Identifying early-stage renewal risks and collaborate with the Scaled CS team to mitigate them

• Forecasting renewals, risks, and upsell opportunities with a high level of accuracy

• Leading renewal negotiations with customer stakeholders, including procurement and executive

• sponsors

• Tracking and reporting on Gross Revenue Retention and Net Revenue Retention performance

• Spotting and closing incidental upsell opportunities in line with company NRR targets

• Collaborating with Customer Success and Revenue Operations to refine and scale processes

• Contributing to the execution of company-level OKRs through renewals and retention excellence.

What we’re looking for

• Bring 5+ years experience in a renewals-focused, customer-facing role

• Demonstrate a proven ability to manage high-volume renewal pipelines strategically

• Negotiate effectively with senior stakeholders and procurement teams

• Build trust-based relationships with customers across all levels

• Identify and pursue commercial opportunities through proactive upselling

• Thrive in busy environments with shifting priorities

• Understand the drivers of GRR, NRR, and ARR within a SaaS business model

• Utilize tools like Hubspot, Salesforce, Planhat, and Xero

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learnfor more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

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