Senior Director, Global RenewalsSan Francisco, CA
4 weeks ago
About this role
Reporting to the Global VP of Customer Success, in this critical role, you will build and shape a renewals organization dedicated to servicing Udemy Business clients from SMB to Enterprise. You will be responsible for the Global Renewals Management strategy and its execution as well as key renewals metrics and operational goals.
Udemy is a mission driven organization and we care deeply about our customers and our people. We are looking for a leader who shares these values and is equally focused on excellence in execution and building an incredible team of highly skilled and motivated renewals leaders and managers.
What you'll be doing
Lead the development and execution of a comprehensive global renewal strategy to maximize customer retention and drive revenue growth across all regions and segments Lead and motivate a team of team of talented leaders setting clear goals and expectations and providing ongoing coaching and development Optimize the renewals process ensuring adherence to policy, maximizing long and short term opportunity for the business and developing and improving playbooks Drive Renewal Performance through setting ambitious goals and KPIs, monitor performance against goals, and implement initiatives to ensure targets are met or exceeded and continuously evaluate and optimize our renewal processes, workflows, and systems to streamline operations, improve efficiency, and enhance the customer experience Collaborate closely with sales, customer success, product management, and finance teams to ensure alignment on renewal strategies, share insights, and drive cross-functional initiatives to support renewal objectives Provide consistent, accurate and timely forecasting of renewal performance, track key metrics and trends, and deliver regular reports and insights to senior leadership to inform decision-making Build and lead a high-performing global renewals team, providing coaching, mentorship, and professional development opportunities to foster growth and success within the organization Actively engage with and coach the team on negotiation strategy and contract management and stay abreast of industry trends, competitive landscape, and best practices in renewals management, leveraging insights to drive innovation and differentiation and play an active role in the global CS team
What you’ll have
Proven experience in senior leadership roles, with a minimum of 7-10 years of experience in a senior management position, ideally at Director level +, overseeing renewals or customer success functions within a SaaS or technology environment Strong background in renewal management, with a demonstrated track record of success in driving high renewal rates, revenue growth, and customer retention globally and experience with customers of all sizes from SMB through to strategic enterprise Demonstrated ability to make data-driven decisions and proven track record of driving strategy and growth in a fast-paced environment and proven ability to partner with VP-level/C-Suite stakeholders Experience leading renewal initiatives on a global scale, with a deep understanding of regional differences and cultural nuances that impact renewal dynamics and customer relationships Strategic thinker with the ability to develop and execute comprehensive renewal strategies aligned with overall business objectives, leveraging data-driven insights and market intelligence to drive decision-making Exceptional negotiation skills with a proven ability to successfully negotiate complex renewal contracts and agreements, balancing the needs of the customer with the objectives of the company Demonstrated leadership skills and a track record of developing and mentoring great talent, and inspiring and motivating high achieving teams Ability to build and maintain strong relationships with internal and external stakeholders and strong analytical and problem-solving abilitiesWe understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you
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