The Renewals Manager will lead and manage the end-to-end process for customer contract renewals and billing, ensuring accuracy, timeliness, and compliance with financial and operational standards. This role is critical in driving predictable revenue retention and supporting the company’s growth and customer satisfaction goals.
You’ll partner cross-functionally with Sales, Customer Success, Legal, and Finance to ensure renewal contracts are accurately billed, invoiced, and recognized in line with company policy and revenue standards (e.g. ASC 606). The ideal candidate brings strong attention to detail, process optimization experience, and thrives in a fast-paced, scaling environment. Additionally, this person will develop and oversee the process for contract terminations and downgrades.
Essential Functions:
Renewals & Billing Operations
- Develop a strategic plan for long term renewals, along with the internal sales team, with an emphasis on enterprise level customers
- Own and manage the renewal billing process from quote-to-cash, ensuring timely invoicing and contract execution.
- Work closely with Customer Success and Sales teams to track upcoming renewals, validate pricing and terms, and ensure accurate contract documentation.
- Manage the creation and delivery of renewal quotes and invoices in accordance with customer agreements.
- Communicate effectively with the customer’s different stakeholders (ex. customer’s legal & A/P department)
- Maintain an accurate forecast of renewals, track the team’s progress towards goals and communicate progress effectively
Termination & Non-renewals
- Oversee the final stages of a contract’s lifecycle, including planning for the termination process
- Ensure all contractual obligations are met, including managing final payment and deliverables, which includes final data being delivered to the customer.
- Maintain comprehensive records of all termination-related communication, documentation, and agreements.
- Serve as the primary point of contact for all customers with read-only or billing-only contracts
Process Improvement & Systems
- Identify and implement process improvements and automation opportunities to increase efficiency, accuracy, and scalability in the renewals and billing cycle.
- Ensure compliance with internal controls and external audit requirements for billing and renewals processes
- Own internal termination workflow and process including updates and maintenance as needed.
Reporting & Analysis
- Track and report on renewal performance metrics (renewal rate, churn, upsell/cross-sell), billing KPIs, and aged receivables.
- Partner with Finance and FP&A to support revenue forecasting and identify risks or opportunities in the renewals pipeline.
- Build out reporting through SFDC dashboards for customers in active termination status as well as completed terminations to ensure accurate forecast projections for revenue
Leadership & Collaboration
- Serve as the internal expert on billing-related customer questions, disputes, and escalations.
- Collaborate with Legal to ensure contract compliance and assist with non-standard contract terms
Competencies:
- Strong organizational skills and good project management capabilities.
- Great interpersonal skills, including written and verbal communication
- Proven track record of managing various deliverables from multiple parties to meet challenging deadlines.
- Comfort with ambiguity and a willingness to work with a high degree of autonomy.
- Experience working for a technology company environment is preferred.
- Intermediate to Advanced proficiency with Excel
- Strong financial acumen and ability to analyze data
- Experience using tools such as Salesforce or CLM’s
Education / Professional Certifications or Licenses Required:
- BA/BS in business, finance, law, or related field
Experience Requirements:
- 5+ years experience with B2B contracts, preferably Saas
- Experience working with large sets of financial and contract data, and the ability to strategize and analyze trends
- Healthcare and HIPAA experience preferred
Work Environment / Physical demands/ Travel Requirements:
- This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, and smartphones.
- Minimal travel required for the position (0-10%)
Core Values:
Office Practicum seeks to hire individuals who are able and willing to embrace our company’s performance based culture, as defined by our Core Values:
- We are Clinician First
- Pediatric Care is our Home
- We Deliver on our Commitments
- Our Success is Based on Results
- We Believe in the Power of Teams
We believe that consistently aligning our planning and execution with these core values will lead to long term success for both Office Practicum as well as the customers we serve.
Benefits:
Our team members enjoy a variety of benefits, including but not limited to:
- Medical, Prescription, Vision, and Dental Insurance
- Life Insurance
- 401(k) with company match
- Paid Time Off, Holidays, and Volunteer Hours
- Company Wellness Program
- Employee Assistance Program
- Short and Long Term Disability Insurance
- Pet Insurance
- Tuition Assistance Program
- Employee Recognition Program
Equal Employment Opportunity Statement:
Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law.
Americans with Disabilities Act Statement:
Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate. In general, it is your responsibility to notify your supervisor of the need for accommodation. Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability. Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.
