Senior Manager - Renewals

About the team & opportunity 

What’s so great about working on Calendly’s Customer Experience team? 

We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day.

Our Customer Success Team prides ourselves on sustaining high customer retention based on ensuring that customers achieve their intended success with Calendly. We’re looking for a Senior Manager, Renewals that is experienced at driving successful customer renewals, including navigating internal procurement teams as well as 3rd party procurement services. This leader will be responsible for driving ARR retention and partnering with the Customer Success leadership team to minimize churn.    

If you’re a curious and creative problem solver that is excited at the opportunity to consult with customers as they’re evaluating their level of investment with Calendly, then we’d love to talk to you!

A day in the life of a Manager, Customer Success at Calendly

On a typical day, you will be working on: 

• Lead a centralized function for renewals within the Customer Success organization where you will own and achieve customer and revenue renewal rate targets on a monthly and quarterly basis. 

• Create and maintain regular forecasting for customer and ARR retention against plan targets to drive predictability in our business, along with other performance reporting to senior management.

• Provide commercial acumen and negotiation strategy to complement Customer Success Managers’ (CSM) focus on driving adoption and customer health to maximize our retention outcomes as a business.

• Demonstrate flexibility and range in being able to provide leadership oversight while also personally managing renewals, ranging from large and complex to quick and transactional.

• Identify new patterns or trends and create commercial strategies to address them, such as legacy discounts, procurement vendors, etc.   

• Build a scalable process with segment-specific playbooks to allocate time, prioritize resources, and ensure focus on business value and opportunity. 

• Work closely with internal partners in Revenue Operations, Deal Desk  and Finance to ensure the renewal process is operationally efficient and creates a great customer experience.

• Build the ideal Renewal Rep profile to hire, coach, and develop new team members accordingly.

• Inspire and engage the team through times of growth and change; able to share vision and help team members clearly understand their role in achieving it.

What do we need from you?

• 5 or more years of management experience building, leading, and developing a team of high-performing Customer Success professionals with commercial responsibility for renewals.

• 10+ years of experience in Customer Success and in a high-growth SaaS environment

• High positive energy, self awareness, impeccable time management skills, and an ability to self-direct

• A strategic, curious problem solver that is excited about the challenge to help customers see and act on the potential of success through a software solution

• Experienced in contract negotiation and solutioning toward a mutually beneficial final agreement.

• Excellent interpersonal, customer service and communication skills to comfortably interact and explain complex problems succinctly and clearly to a wide variety of customers at various levels

• An aptitude for fast and agile learning - a strong business acumen with the ability to quickly analyze problems and identify solutions

• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

What’s in it for you? 

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. 

Our Hiring Process:

We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. To learn more about our hiring process, please visit our careers page at www.careers.calendly.com.

Once selected for an opportunity, the recruiter assigned to the role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at recruiting@calendly.com . 

Calendly is registered as an employer in many, but not all, states. If you are located in California, Alaska, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, West Virginia, and Rhode Island, you will not be eligible for employment.  you will not be eligible for employment. Note that all individual roles will specify location eligibility.

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Compensation is based on a variety of factors including but not limited to location, experience, and job-related skills. In addition, Calendly offers a wide range of best in class total rewards. This includes comprehensive employee benefits like healthcare, dental, vision, parental leave, 401(k) match, paid time off, and much more. At Calendly we believe exceptional performance deserves exceptional rewards! During the hiring process, we are committed to sharing details about the compensation range for the position, enabling you to make an informed decision. 

Please note that the compensation details listed in role postings reflect the base salary only, and do not include bonus/commission, equity, or benefits.