Job Description
A career that’s the whole package! At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard. Conga lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line. Our approach is grounded in the Conga Way, a framework that reflects our values and drives everything from hiring to decision-making, as well as key programs including recognition. Created with direct input from our colleagues, the Conga Way forms the foundation of our vibrant culture. Job Title: Director, Renewal Management Reports to: Senior Director, Renewal Management Location: US A quick snapshot…. The Director of Renewals leads the global renewals organization responsible for driving customer retention, recurring revenue growth, and a seamless renewal experience for customers across all segments. This role owns the end-to-end renewal lifecycle, leads a globally distributed team, and partners cross-functionally to ensure operational excellence, forecast accuracy, and customer value realization. Why it’s a big deal…. Renewals are a primary driver of predictable revenue, customer retention, and long‑term company growth. This role sits squarely at the intersection of revenue, customer experience, and operational execution—and has a direct impact on gross and net retention, expansion ACV, and forecast accuracy. As Director of Renewal Management, you will own and scale a global, high‑volume renewal motion for customers, where efficiency, precision, and consistency are critical. You’ll lead a globally distributed organization, define the operating model, and build the processes, analytics, and automation needed to deliver 100% on‑time renewals at scale. This role is highly visible and deeply cross‑functional, partnering closely with Sales, Customer Success, Finance, Legal, Deal Desk, Product, and Operations. Success here means improving renewal predictability, reducing churn and risk, driving expansion opportunities, and elevating the customer experience—while enabling the broader go‑to‑market organization to operate more effectively. Simply put, this role directly protects and grows recurring revenue while laying the foundation for a scalable, world‑class renewals engine. Are you the person we’re looking for? Strategic Leadership Define and execute a global renewals strategy aligned to company retention, revenue, and customer experience goals for the customer base below $100,000 ACV. Build scalable renewal processes that improve efficiency, predictability, and renewal velocity while reducing churn risk. Lead quarterly planning, renewal calendar execution, and long-term strategic initiatives. Team & Performance Management Lead, mentor, and develop a high-performing global renewals organization for our renewals offshore team. Establish clear KPIs, performance expectations, and coaching frameworks. Partner with offshore Operations and Talent teams on hiring, onboarding, enablement, and compensation programs. Customer Retention & Expansion Own the full renewal motion for annual and multi-year contracts. Partner with Sales, Customer Success, Product, Legal, Finance, and Deal Desk to resolve blockers and improve customer outcomes. Drive price increases, multi-year strategies, expansion identification, and churn mitigation. Forecasting, Reporting & Analytics Deliver accurate renewal forecasts and executive-level reporting. Analyze churn, downgrades, and expansion by segment, geography, and customer cohort. Develop and improve dashboards and operational insights to improve renewal predictability. Cross-Functional Alignment & Governance Ensure adherence to pricing, contract, and approval policies. Align renewal ownership and engagement models with Sales and unmanaged Customer Success leadership. Drive automation, AI-powered workflows, and continuous process improvement. Customer Advocacy & Experience Champion