About the role
At Zoom, our Renewals team plays a vital role in driving long-term customer success. One hour you might be finalizing a renewal; the next, you’re analyzing your book of business and uncovering new growth opportunities. You’ll collaborate with the account team to strengthen customer relationships, develop strategic risk mitigation plans, identify expansion opportunities, and deliver measurable results.
Collaboration is at the heart of what we do — you’ll partner with Sales, Finance, and Customer Success to navigate complex deals, resolve challenges, and ensure smooth, successful renewals.
As a Renewals Manager, your mission is to protect and grow Zoom’s installed base, reduce churn, and build lasting, sustainable partnerships.
If you’re a strategic thinker with a strong background in renewals, sales, or customer success — and you thrive in a fast-paced, high-growth environment — you’ll make an immediate impact here.
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 laser focus on increasing both MRR and NRR
Manage renewal terms, pricing and contract extensions with Customers, with a focus on upsell, cross-sell and multi-year terms
Competently articulate the power of Zoom’s platform from a benefits and TCO perspective, being able to adjust messaging to different personas, when applicable
Renewal Strategy Management:
Develop and implement effective renewal strategies to maximize customer retention and revenue.
Analyze market trends and customer data to identify opportunities for improving renewal rates
Engage customers to uncover business objectives and align Zoom’s capabilities to those goals through strategic, value-driven conversations that position Zoom as a trusted partner.
Customer Engagement:
Build consultative relationships with our Customers by developing a deep understanding of their needs through proactive renewal activities such as renewal reviews, experience tours, discovery sessions and 1-1 outreach. Advocate for the Customer internally at Zoom
Lead proactive efforts to retain at-risk customers by facilitating TCO and competitive discussions, fostering cross-functional accountability, and leveraging executive engagement to strengthen relationships.
Gather and act on customer feedback to continuously improve the renewal experience.
Other operational tasks that are related to the Renewal’s team day-to-day business
Forecasting and Reporting:
This is a quota carrying role. You will be expected to forecast weekly, quarterly and quarter + 1 against your BoB. Forecasting will include weekly renewal opportunity updates, churn, risks and upsell opportunities. Tracked via our Revenue Operations platform (Clari)
Maintain accurate and up to date records of Customer interactions and renewal progress via our CRM system (Salesforce)
Continuous monitoring of renewal performance to identify trends and areas for improvement.
BS/BA degree preferred but not required
4+ years’ experience work in a SaaS or Cloud company mandatory (preferably in sales, customer success or renewals)
Experience managing complex renewal negotiations
Strong collaboration, negotiation and relational skills
Renewal forecasting, pipeline development and management skills
A proven track record of client satisfaction, team work, and cross functional collaboration
Demonstrated excellence in Presentations skill with ability to build relevant, strategic messaging in a customer meeting setting
Must have strong verbal skills with consultative professional business acumen
Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
Originally posted on Himalayas
