Renewal Manager

As a Renewal Manager at ButterflyMX, your primary responsibilities will include owning and optimizing the renewal process for thousands of customers, ensuring renewals are executed on time and accurately. You'll collaborate with the executive team to develop strategies that drive successful renewal and growth metrics, partner with Customer Success and Sales teams for enhancing customer retention, and negotiate renewal terms that align with company goals. Additionally, you'll work on advanced analytics to support financial forecasting and identify upsell opportunities during contract renewals.

To be considered for the Renewal Manager position at ButterflyMX, you should possess a Bachelor’s degree, alongside a minimum of 5 years of experience in renewals, client success, or account management, preferably in a SaaS environment. Strong negotiation skills, exceptional communication abilities, and proficiency with Salesforce are essential. Experience in reviewing contracts and operating with a sense of urgency will be highly regarded.

The Renewal Manager at ButterflyMX plays a crucial role in revenue optimization by managing the renewals engine to ensure timely contract renewals, thereby minimizing churn. This role also involves negotiating renewal terms to better align with both client and company objectives and discovering upsell and cross-sell opportunities during contract discussions. Moreover, by enhancing the renewals process playbook and identifying gaps for efficiency improvements, the Renewal Manager contributes significantly to maximizing account retention and annual recurring revenue (ARR).

The company culture at ButterflyMX is focused on collaboration, innovation, and excellence, making it an enriching environment for a Renewal Manager. We value intelligent, passionate, and down-to-earth individuals who take ownership of their work and prioritize customer delight. As a primarily remote workforce, you will be part of a community that embraces diverse perspectives, encourages constructive dialogue, and is tenacious in achieving shared goals, ensuring you feel motivated and supported in your everyday activities.

As a Renewal Manager at ButterflyMX, you'll enjoy a comprehensive benefits package starting day one, which includes generous medical, dental, and vision coverage, with the company covering the majority of costs. Additional benefits include a 401(k) plan with matching contributions, 13 paid holidays, 25 PTO days, and paid family leave. You'll also have access to self-care stipends, flexible healthcare spending accounts, and various optional benefits to support your overall well-being and work-life balance.

In managing renewals for multiple clients, I prioritize by categorizing them based on urgency and contract expiration dates. I establish a tracking system to monitor progress, send timely reminders to clients, and ensure that I maintain open lines of communication. Additionally, I leverage analytics to identify which accounts may require more attention and adjust my strategy accordingly.

To enhance customer retention rates, I would focus on building strong relationships through regular check-ins and feedback loops. I’d also develop tailored renewal strategies based on customer needs and upsell products that add value. Collaborating with Customer Success to ensure clients receive satisfactory support and addressing any issues proactively is also crucial in this strategy.

Certainly! In my previous role, I successfully negotiated a renewal contract for a key account by actively listening to the client's concerns about pricing. I bundled additional services that aligned with their needs while showing how the increased value justified the investment. This not only retained the client but also strengthened our relationship and led to subsequent upsell opportunities.

For contract questions or escalations, I approach the situation with empathy and understanding. I first listen carefully to their concerns, then promptly provide clear, factual information and resources to address their issues. If necessary, I involve other team members or escalate to management, ensuring transparent communication while working towards a resolution.

I have experience with various CRM systems, most notably Salesforce, which I've utilized for tracking renewals, managing communication history with clients, and analyzing data to inform future strategies. Additionally, I’ve leveraged analytics tools to gain insights into customer behavior—this has been invaluable for anticipating needs and enhancing the renewal process.

My approach to collaboration involves establishing regular meetings for alignment and open communication channels. I value their insights from direct client interactions and ensure that everyone is updated on renewal timelines and any client feedback. This teamwork fosters a unified strategy to maximize customer satisfaction and retention.

I would actively engage clients in discussions during the renewal process to gain a deep understanding of their changing needs and pain points. I’d use this information to strategically identify relevant products or services that could enhance their experience. Presenting these solutions as added value during negotiations often leads to successful upsells.

In my previous position, I was tasked with preparing renewal agreements that were due by the end of the week while managing other responsibilities. To meet the deadline, I created a focused action plan, blocked out distractions, and dedicated time specifically to this task. My commitment and organizational skills allowed me to submit all agreements on time without compromising quality.

The most critical metrics for tracking renewal success include renewal rates, customer churn rates, and upsell ratios. Monitoring these metrics helps to assess overall customer satisfaction and the effectiveness of renewal strategies. I also pay attention to Net Promoter Score (NPS) and Customer Lifetime Value (CLV), as they provide deeper insights into the customer experience and loyalty.

I am drawn to ButterflyMX because of its innovative approach to property access management and its commitment to enhancing the customer experience. I am excited about the opportunity to contribute to a growing company that values collaboration and excellence. This aligns perfectly with my skills and passion for ensuring customer satisfaction and driving business success.