Manager, Renewals- Mid-Market

Your opportunity

We are seeking an exceptional leader to join our dynamic and customer-centric Global Renewals - Mid-Market team as a Manager, Global Renewals - Mid-Market. This pivotal role is essential for providing direct leadership, driving team performance, and ensuring the strategic growth of our renewals business.

As a Manager, you will lead a highly motivated group of Renewal and Relationship Account Managers, combining the best of customer success, customer support, and sales methodologies. Your leadership will be critical in delivering positive business outcomes for our customers and for New Relic by driving customer retention and expansion, and increasing adoption of the New Relic Platform. This role is central to the evolution of our product-led, growth sales model.

You will benefit from strong leadership from our GVP of Global Renewals, ensuring positive relationships and strong alignment across product, marketing, and sales leadership.

If you are a proven leader passionate about fostering team success and driving revenue in a fast-paced SaaS environment, let's talk!

What you'll do

• Lead and Coach the Team: Provide consistent, hands-on leadership, mentorship, and coaching to a team of Renewal Specialists, fostering a high-performing and collaborative environment.
• Drive Team Retention & Growth: Guide the team's efforts to secure renewals, mitigate churn, and identify expansion opportunities (upsell/cross-sell) within the customer lifecycle to achieve and exceed revenue targets.
• Ensure Accountability & Pipeline Health: Rigorously monitor team performance, manage individual and team pipelines, identify potential risks, and implement corrective actions to ensure accountability for renewal and growth targets.
• Strategic Planning & Execution: Develop and implement strategies to optimize renewal processes, improve customer engagement at key journey moments, and enhance overall team efficiency and effectiveness.
• Performance Management: Conduct regular performance reviews, provide constructive feedback, and support the professional development and career growth of team members.
• Cross-functional Collaboration: Partner closely with Sales, Customer Success, Support, and Product teams to ensure seamless customer experiences and alignment on strategic initiatives.
• Forecasting & Reporting: Oversee accurate forecasting of renewals and provide regular reporting on team performance, key metrics, and strategic initiatives to leadership.
• Hiring & Onboarding: Participate in the recruitment, interviewing, and onboarding of new team members to ensure a strong talent pipeline.
  
  

This role requires

• 3+ years of experience managing or leading a customer-facing sales, renewals, or customer success team within the SaaS industry.
• Proven track record of achieving and exceeding team revenue and retention targets.
• Demonstrated ability to coach, develop, and motivate a high-performing team.
• Strong analytical skills with experience building, analyzing, and interpreting datasets to drive team performance and strategic decisions.
• Experience in managing pipeline, forecasting, and ensuring accountability for individual and team metrics.
• Ability to interact with internal and customer teams at various levels of technical and non-technical depth.
• Proficiency in using and learning new software, including CRM (e.g., Salesforce Sales Cloud, Service Cloud).

Bonus points if you have

• Background in observability, performance monitoring, DevOps, or consumption-based platforms.
• Contributed to building or scaling a customer success or renewals function.
• Project Management Experience (PMP qualification is a bonus).
• Experience with G Suite, Groove, Periscope, or similar sales/customer engagement tools.

Please note that visa sponsorship is not available for this position.

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