🕒 yesterday
Own a portfolio of enterprise customers, govern delivery across projects, and use deep Creatio expertise to drive adoption, retention, expansion, and measurable business value.
Renewals Manager, Global Scaled Customer Success - Toronto
📅 Jul 22
Renewal ManagementCustomer RetentionCommercial NegotiationRenewal Forecasting
📜 Description
- Manage renewals across a high-volume portfolio, from forecasting and commercial discussions to objection handling and contract execution.
- Assess customer health, product adoption, and stakeholder sentiment to identify churn risks and develop mitigation plans.
- Coordinate with Customer Success Managers and Account Executives on customer strategies, account history, and value realization.
- Prepare renewal proposals, negotiate pricing and terms within approved guardrails, and follow approval workflows.
- Maintain renewal data and forecasts in CRM and reporting systems; partner with Sales and Finance on commercial structures.
- Develop scalable renewal playbooks, templates, and operational processes.
🛠️ Requirements
- 3+ years of experience in renewals, account management, customer success, or a commercial-facing SaaS role.
- Strong negotiation skills and comfort navigating commercial conversations with customers at multiple levels.
- Demonstrated ability to interpret customer health signals, product usage insights, and business risk indicators.
- Proven ability to manage a large volume of accounts with competing priorities and tight deadlines.
- Strong command of CRM tools (ex. Salesforce) and experience with renewal forecasting.
- Experience in high-growth SaaS, especially with scaled or pooled Customer Success models.
- Familiarity with planning, FP&A, or data/analytics products.
- Experience collaborating with Legal teams on contract redlines and exceptions.
✨ Benefits
- Stock options to ensure you have a stake in Pigment's growth
- Medical
- Dental
- & vision insurance coverage for you & your loved ones
- We encourage you to take the time you need. When you work hard, we know you also need to rest
- Trust and flexible working hours
- Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris
- High-end equipment (based on stock/availability) to do your work in the best conditions
- Employer-sponsored 401(k), enabling you to prepare for retirement
- Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners
Full job description
Join Pigment: The AI Platform Redefining Business Planning
Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team - from Finance to HR - to build, adapt, and align strategic plans in real time.
Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario.
With a team of 700+ across Paris, London, New York, Toronto, San Francisco and Austin, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software.
At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we’d love to hear from you.
The Renewals Manager is responsible for driving customer retention across Pigment’s scaled segment by owning the end-to-end renewal lifecycle. This role blends commercial acumen with customer insight, ensuring customers continue to see value in Pigment while navigating contractual discussions with confidence and precision. You will partner closely with Customer Success, Sales, and Legal to mitigate risk, forecast renewals, and execute a consistent, scalable renewal motion.
Responsibilities:
Manage the full renewal process across a high-volume portfolio, including forecasting, commercial discussions, objection handling, and contract execution.
Analyze customer health, product adoption, and stakeholder sentiment to proactively identify churn risks and create mitigation plans.
Collaborate with Customer Success Managers and Account Executives to ensure alignment on customer strategies, account history, and value realization narratives.
Prepare renewal proposals, negotiate pricing and contract terms within approved guardrails, and follow internal approval workflows.
Maintain accurate renewal data in CRM and reporting systems, ensuring predictable forecasting and identification of systemic risks.
Partner with Sales and Finance to optimize commercial structures for multiyear commitments, expansions, or right-sizing.
Contribute to the creation and evolution of scalable renewal playbooks, templates, and operational processes.
Minimum Requirements:
3+ years of experience in renewals, account management, customer success, or a commercial-facing SaaS role.
Strong negotiation skills and comfort navigating commercial conversations with customers at multiple levels.
Demonstrated ability to interpret customer health signals, product usage insights, and business risk indicators.
Proven ability to manage a large volume of accounts with competing priorities and tight deadlines.
Strong command of CRM tools (ex. Salesforce) and experience with renewal forecasting.
Preferred Qualifications:
Experience in high-growth SaaS, especially with scaled or pooled Customer Success models.
Familiarity with planning, FP&A, or data/analytics products.
Experience collaborating with Legal teams on contract redlines and exceptions.
Success Metrics:
Renewal rate and gross revenue retention across assigned accounts.
Forecast accuracy for upcoming renewals.
Reduction in churn risk through early identification and mitigation planning.
Operational excellence metrics (ex. deal cycle times, documentation completeness).
Contribution to scalable renewal processes, playbooks, and best practices.
What We Offer:
How We Work:
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