Renewals Manager

The Role

The Renewals Manager focuses on one of the most critical moments in the customer journey and and is responsible for successful and on-time renewals for Pilot’s customers. As our customer base grows, the Renewals Manager partners closely with the Executive team and Operations to drive the end-to-end renewals process. The role helps drive predictable and successful renewals and provides a frictionless customer experience. If expansion opportunities are uncovered, the Renewals Manager facilitates the handoff to the Sales Team. 

A successful Renewal Manager is adept at working cross-functionally and is organized, detail-oriented, and thrives in a fast-paced environment. 

This role is onsite and in person in the San Francisco office. 

Key responsibilities

• Help Pilot achieve financial and strategic revenue targets by way of successful customer renewals and meet personal renewal rate goals
• Own and execute win/win negotiation strategies for renewals that protect and maintain customer trust and satisfaction
• Accurately maintain a rolling forecast and communicate all renewal risks to appropriate internal stakeholders
• Effectively prioritize upcoming renewals to create the most favorable outcomes
• Leverage customer insights derived from Service Delivery teams to assess the viability of each renewal
• Collaborate with Operations and Executive team on renewals strategy and plans, leveraging customer insights, CSAT, health score, etc. 
• Drive larger, more complex transactions (i.e., contract size, net ARR)
• Work directly with clients to negotiate terms and conditions and render renewal contracts 
• Refining renewal strategies that proactively engage a client in chopping the churn rates
• Schedule, attend, and document customer renewal calls along with cross-functional teammates
• Scope contract options and/or levers and facilitate any internal approvals needed
• Identify any add-on or cross-sell opportunities and facilitate conversation with Account Executives 
• Process churn and set offboarding expectations, in collaboration with the Ops team for save
• Mitigate churn through collaboration with Ops team, including resulting customer calls and preparation, and expectation setting.
• Perform other related duties as assigned

About You

• 5+ years in a quota-carrying role in either a Customer Success, Renewals Management, or a pre-sales/post-sales setting 
• Proven track record of consistent quota achievement 
• General aptitude in how money moves in and out of a business
• Gritty, determined, self-starter mentality
• Previous fintech experience preferred
• Previous startup experience preferred
• Exceptional oral and written communication skills
• Highly organized and detailed with an eye towards process
• Excellent prioritization and time management skills
• Experience using Sales tech tools like Salesforce, Outreach.io, Gong, etc.
• A human-centered approach to problem solving, and seeing the customer’s needs as well as Pilot’s
• Empathy toward what the customer is trying to accomplish, and demonstrating Pilot as a valuable partner in their success

About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.

Pilot has over 1,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock.  Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene.  Our most recent funding round doubled our valuation to $1.2 billion – Meet Fintech’s Newest Unicorn.

Why Pilot?

• We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
• The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
• Flexible vacation/time-off policy
• All federal holidays are observed
• Competitive benefits package including wellness benefits such as Spring Health and One Medical
• Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
• 401(k) plan