Director, Renewal Account Management

Stellenbeschreibung:

Own strategic direction for a portfolio of Client Development accounts, driving net expansion (upsell/cross-sell bookings) alongside strong renewal retention as equally critical measures of team success; build and drive a formal cross-sell/upsell motion by identifying whitespace across the product portfolio and coaching reps to run consultative expansion conversations rather than transactional renewal conversations.
Develop and maintain executive-level relationships on flagship accounts, including direct engagement in C-suite and economic buyer conversations to unblock or accelerate expansion deals; partner with Sales Engineering and Product on structured account plans for top-tier accounts, identifying multi-year growth trajectories, not just next-renewal outcomes.
Build repeatable playbooks for identifying underutilized licenses, overdeployment and downgrade risk, and expansion triggers such as new use cases, org growth, and competitive displacement opportunities.
Lead, coach, and develop a team of senior renewal and account managers with emphasis on coaching consultative selling and executive presence; build a defined career path and bench strength for team members moving into strategic account or AE-track roles; and implement structured performance management calibrated against both retention and expansion metrics.
Set and hold the team accountable to a dual quota structure covering both renewal retention rate and expansion bookings (upsell/cross-sell).
Own proactive risk identification and mitigation for the highest-ARR, highest-visibility accounts; build and govern a risk register and escalation process that centralizes signals from CSM, Support, and Product usage data into a single source of truth for save-motion prioritization; and personally engage on save motions for flagship or reference accounts.
Own accurate, transparent forecasting across both renewal (retention) and expansion (bookings) pipelines with clear separation between the two in reporting to leadership; analyze account-level and portfolio-level trends to inform quarterly business reviews; and oversee deal structuring, commercial negotiation, and closure on the largest and most complex deals in the portfolio, including multi-year and program-tier commitments.
Serve as the primary escalation and alignment point with CSM leadership on swim lanes for strategic accounts, ensuring no gap or overlap in account coverage; own the 2-tier GTM relationship for strategic accounts by partnering with channel and MSSP partners on baseline commitment growth; and represent Client Development in executive-level business reviews, articulating both retention health and expansion pipeline strength.

Requirements

8 or more years of experience in enterprise software or cybersecurity spanning renewals, account management, or strategic sales, with at least 4 or more years in a management or leadership capacity.
Demonstrated track record leading teams that drive net revenue retention above 100%, meaning expansion bookings that outpace churn, not just renewal completion.
Proven success building and scaling a formal cross-sell and upsell motion within an existing customer base, including quota design and rep enablement for expansion selling.
Direct experience engaging at the executive and C-suite level on strategic accounts, including complex, multi-stakeholder negotiations.
Expertise in indirect 2-tier GTM models (channel, MSSP, distribution) with experience growing partner-sourced expansion, not just maintaining partner-delivered renewals.
Strong risk management orientation with experience building account health frameworks that flag expansion opportunity and churn risk from the same data set.
Sophisticated forecasting and business acumen, including comfort owning a dual-metric forecast (retention and expansion) and defending it to senior leadership.
Exceptional executive communication and presentation skills with the ability to build and deliver account narratives to C-suite customer stakeholders.
Strong cross-functional influence skills with the ability to drive alignment with CS, Product, and Sales Engineering without direct authority over those teams.
Ability to operate simultaneously as a strategic leader at the account and portfolio level and as a hands-on operator personally engaging on flagship deals and saves.
Comfort in a fast-paced, high-growth environment with evolving processes and tooling including CPQ, quote automation, and account planning tools.

Core Competencies

Demonstrates expertise in driving net revenue retention and expansion through strategic account management, executive-level engagement, and effective coaching of consultative selling techniques. Proficient in risk management, forecasting, and building frameworks that identify growth opportunities while mitigating churn risks.