At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.
Klaviyo’s Customer Success Management team is key to driving the success of our customers through accelerating product use and value and by helping them better achieve their business outcomes. The Director, Renewals Management is a key leadership role responsible for overseeing and optimizing the renewal process for the company's contracts. This role is pivotal in driving customer retention, fostering revenue growth, and enhancing overall customer satisfaction. The Director will lead a team of renewal specialists and collaborate cross-functionally to achieve these goals. This is a build role, you will be responsible for creating the function, working with the teams across Ops/Systems, Sales, and Customer success to set the strategy for the team, build the foundational elements and scale the team and the motion during the year.
Supervisory Responsibilities:
This role will manage a team of Renewal Specialists, in addition to driving key leadership initiatives against our customer retention strategy.
How you'll make a difference:
- Customer Retention: Develop and implement strategies to maximize customer retention rates and minimize churn.
- Contract Renewals: Oversee the renewal process to ensure timely and successful contract renewals.
- Revenue Growth: Drive revenue growth through renewals and identify opportunities for expansion within existing accounts.
- Customer Experience: Collaborate with Customer Success and other departments to address customer concerns and continuously improve the customer experience.
- Cross-Functional Collaboration: Work closely with Sales, Support, and Product teams to align on customer needs and ensure a seamless renewal experience.
- Risk Management: Proactively identify and mitigate renewal risks while capitalizing on expansion opportunities.
- Process Improvement: Continuously refine and optimize renewal processes, policies, and playbooks to enhance efficiency and effectiveness.
- Negotiation: Provide guidance and support to the team on complex contract negotiations.
- Team Leadership: Lead, mentor, and develop a high-performing team of renewal specialists.
- Performance Management: Set and track key performance indicators (KPIs) for the team, such as gross retention, on-time renewals, and customer satisfaction.
Education and Experience:
- Bachelor's degree in Business, or a related field.
- 12+ years of experience in customer success, account management, or a similar role, with at least 3-5 years in a leadership capacity.
- Proven track record of success in driving customer retention and revenue growth.
- Strong leadership, coaching, and team-building skills.
- Excellent communication, negotiation, and interpersonal skills.
- Strategic thinker with strong analytical and problem-solving abilities.
- Experience with Salesforce or similar CRM software.
The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.
Get to Know Klaviyo
We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.
You can find our Job Applicant Privacy Notice here.