Manager of Customer Renewals

The posting, as Payscale wrote it

ABOUT PAYSCALE

Payscale is the pioneer of compensation intelligence, helping organizations make smarter pay decisions that drive business performance. For more than 20 years, Payscale has combined trusted market data with AI-powered technology to deliver actionable insights that turn pay from a cost into a catalyst for growth. The Payscale Intelligence Cloud portfolio of solutions — Ascent, JobNav, and Paycycle — empower top companies and businesses like Cintas, Leidos, Chipotle, Ohio State University, and TJX Companies.

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Job Summary

The Customer Renewals team helps customers continue and grow their partnership with Payscale. We lead renewal conversations that connect customer value with commercial terms, protect recurring revenue, and build long-term commitments.

The Manager of Customer Renewals leads a team of Renewal Managers responsible for achieving monthly, quarterly, and annual retention and renewal targets. This leader combines hands-on coaching with strong commercial judgment, ensuring the team engages customers early, manages risk proactively, negotiates effectively, and maintains an accurate forecast.

You will partner closely with Customer Success and Account Management to build coordinated account strategies. Renewal Managers own renewal negotiations and execution, Customer Success leadscustomer value and relationship management, and Account Management leads expansion

opportunities.

What You'll Do

Lead and Develop the Team

• Coach and develop Renewal Managers through regular one-on-ones, call reviews, and deal reviews, strengthening discovery, negotiation, objection handling, and closing skills.
• Establish clear expectations for results, account planning, customer engagement, and follow-through. Address performance gaps through specific coaching and measurable improvement plans.
• Hire, onboard, and develop team members while managing portfolio assignments and workload to support consistent execution.

Deliver Retention and Renewal Results

• Own the team’s performance against revenue retention, renewal completion, and other assigned commercial targets.
• Ensure renewal planning and customer engagement begin well ahead of contract expiration and notice deadlines, creating time to demonstrate value, address concerns, and evaluate commercial options.
• Coach the team to uncover the reasons behind cancellation, contraction, and shorter-term requests. Develop account-specific strategies to protect revenue and preserve the customer relationship.
• Lead complex negotiations and customer escalations, bringing in the right internal partners and maintaining clear ownership through resolution.
• Ensure agreements, approvals, signatures, and booking documentation are complete and accurate to support timely renewals and billing.

Strengthen Negotiation and Contract Terms

• Make contract duration a consistent par

[…]
its offered to you and your family

• 401(k) retirement program with a fully vested immediate company match
• 16 weeks of paid parental leave for birthing and non-birthing parents
• Health Savings Account (HSA) options and company contributions each pay period
• Flexible Spending Account (FSA) options for pre-tax employee allocations
• Annual remote work stipend to be used on wellness or home office equipment

Equal Opportunity Employer

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

We know the confidence gap https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/ and imposter syndrome https://fortune.com/2024/06/21/high-functioning-achievers-imposter-syndrome-career-ladder/ can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you have a disability or impairment and need assistance with the application process, please email recruiting@payscale.com for support.

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