The posting
We are looking for an amazing Renewal Representative to join our highly successful Renewals Team. In this role, you will be responsible for managing renewals within your designated Book of Business (BoB), with the goal of driving high renewal rates (both MRR & NRR) while ensuring customers continue to realize value from their investment in Zoom. You will collaborate cross-functionally to deliver a seamless renewal experience, identify growth opportunities, and contribute to customer retention and long-term success.
- Work Where You Work Best: Thrive in a fully remote environment from your own home office.
- Protect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.
- Prioritize Your Peace: Take advantage of extensive mental wellbeing programs designed for you and your family.
- Unplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.
- Belong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.
Renewal Management
- Proactively manage and track your renewals, with a strong focus on maximizing both MRR and NRR.
- Develop and execute renewal strategies based on account segmentation and customer needs.
- Manage renewal terms, pricing, and contract extensions while identifying opportunities for upsell and cross-sell in partnership with Account Executives.
- Work cross-functionally to support indirect customer migrations at the point of renewal.
- Partner with Legal and Finance teams on contract governance, pricing approvals, and terms and conditions (T&Cs) as needed.
- Capture customer feedback and insights to help improve customer retention, product adoption, and overall customer experience.
- Other operational tasks that are related to the Renewals team's day-to-day business.
Forecasting and Reporting
- This is a quota-carrying role. You will be expected to accurately forecast your Book of Business, including renewal opportunities, churn risk, and expansion opportunities using Clari.
- Maintain accurate and up-to-date customer records, renewal activity, and opportunity updates in Salesforce.
- Proactively identify accounts at risk and engage the appropriate internal stakeholders, including Executive Engagement, when necessary.
- Leverage data and business insights to support decision-making and drive renewal outcomes.
- Bachelor's degree or equivalent preferred.
- 2+ years of experience in a SaaS or Cloud company, preferably in Renewals, Sales, or Customer Success.
- Strong understanding of SaaS subscription business models and commercial metrics.
- Strong collaboration and relationship-building skills, with the ability to work effectively across all levels of the organization.
- Excellent communication, value-based negotiation, and objection-handling skills.
- Results-oriented, with experience in forecasting and data-driven decision-making.
- Demonstrated excellence in presentation skills, with the ability to deliver relevant and strategic messaging in customer and partner meetings.
- Experience using Salesforce and Clari.
- Fluent in English (written and verbal).
- Self-starter with a strong sense of ownership, a proactive mindset, and a consistently high say/do ratio.
Key Performance Metrics
Performance in this role may be measured through a combination of business metrics, including but not limited to:
- Gross Renewal Rate (GRR)
- Net Revenue Retention (NRR)
- Renewal forecast accuracy
- Expansion revenue contribution
- Achievement of assigned renewal quota
Note: Performance metrics are subject to change based on business priorities and organizational needs.
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
