Senior Director Customer Renewals

The ability to translate complex contractual and operational scenarios into clear business outcomes is critical. You will ensure renewal and termination experiences are executed with speed, consistency, and transparency, while mitigating risk and improving retention. A successful leader in this role brings strong operational discipline, decision-making, and the ability to influence at all levels to drive measurable outcomes. Lead the end-to-end Customer Offboarding Process, including Renewal Negotiations, Offboarding team and Concessions Drive retention by reducing churn and improving save outcomes across mid-term and termination scenarios Ensure timely execution of renewals, concessions, and terminations, reducing overall cycle times Establish governance over concessions to align with financial targets and risk management Oversee offboarding to ensure accurate, compliant, and efficient customer account closure Partner cross-functionally to evaluate and execute contract changes driven by business or customer needs Standardize and improve processes to increase efficiency, consistency, and customer experience Monitor performance through key metrics including retention, concession spend, and transaction timelines Identify drivers of churn and concessions; implement improvements to mitigate future risk Build and lead high-performing teams with strong accountability and results focus Success in this role will be measured by: Achievement of company retention targets (ARR protection and churn reduction) Reduction in transaction cycle times (renewals, concessions, terminations) Adherence to concession budgets and financial governance Improvement in offboarding experience, including View Only Access adoption and process efficiency Operational SLAs, including timely completion of concessions 10+ years of experience in Customer Success, Renewals, Account Management, or related field 5+ years of experience in a leadership role managing teams and/or leaders Experience managing complex customer scenarios, including contract negotiations and terminations Proven experience leading renewals, retention, or revenue-focused functions in a SaaS or similar environment Strong business and financial acumen, including experience managing trade-offs between customer experience and company objectives Ability to lead cross-functional initiatives and influence stakeholders across multiple organizations Experience with CRM and reporting tools (e.g., Salesforce) Experience in HCM, Payroll, or Human Capital Management solutions Ability to work east coast or central time zone shift Experience with leveraging AI to streamline and automate processes Track record of driving process transformation and operational scale in high-volume environments Experience managing concession strategies or financial governance models Strong executive presence with experience presenting to senior leadership Experience leveraging data and analytics to drive decision-making and performance improvements