Senior Manager, Customer Renewals & Retention – Championing Growth, Customer Success, and Strategic Partnerships at brighthush

Welcome to brighthush – Where People Power Progress

At brighthush, we’re on a mission to transform the way organizations understand, engage, and grow their most valuable asset: people. Our AI‑driven workforce operating platform delivers real‑time analytics, predictive engagement tools, and actionable insights that help companies reduce turnover, boost productivity, and align talent strategy with business goals. If you thrive on building lasting customer relationships, coaching high‑performing teams, and turning data into decisive action, brighthush is the place where your impact will be felt across the industry.

Why Your Next Career Move Should Be at brighthush

Every interaction you have at brighthush directly influences the success of our customers and the broader market. Whether you’re crafting a renewal strategy, coaching a teammate, or refining a forecasting model, your work creates tangible value. We celebrate wins—big and small—through a culture of transparency, collaboration, and continuous learning. At brighthush, your work matters, and so do you.

About brighthush

Founded on the belief that people are the most valuable asset in any organization, brighthush has evolved from a niche startup to a global leader in workforce analytics. Our platform seamlessly integrates with leading CRM, ERP, and HRIS systems, providing a unified view of employee performance, engagement, and potential. We serve Fortune 500 companies, fast‑growth SaaS firms, and public sector agencies, helping them reduce turnover, increase productivity, and align talent strategy with business objectives.

About the Renewals Team

The Renewals organization is the heartbeat of customer retention. We partner closely with Sales, Customer Success, and Product to ensure our customers continue to realize value from their partnership. As a leader within this team, you will guide a group of Renewal Managers who manage relationships, strategies, and outcomes across a significant portfolio of high‑value accounts.

Role Overview

As the Senior Manager, Customer Renewals & Retention, you will own a focused segment of the renewals business—approximately $125 million to $400 million in annual contract revenue across roughly 2,000 customer renewals. Your responsibilities will blend operational leadership with hands‑on customer engagement, driving renewal performance while fostering a high‑performing, growth‑oriented team.

Key Responsibilities

• Renewal Performance Ownership – Lead your portfolio to meet or exceed renewal rate, linearity, multi‑year attach, and uplift targets. Analyze trends, identify gaps, and implement corrective actions.
• Team Leadership & Coaching – Mentor Renewal Managers through regular one‑on‑one sessions, real‑time feedback, and skill development. Foster a culture of accountability, curiosity, and continuous improvement.
• Operating Rhythm Establishment – Implement weekly forecast reviews, monthly business reviews, and other cadence rituals that keep the team aligned and focused on outcomes.
• Cross‑Functional Collaboration – Partner with Sales and Customer Success leaders to strengthen renewal strategies and ensure seamless handoffs. Translate customer insights into actionable plans for the broader organization.
• Resource & Context Provision – Ensure Renewal Managers have the tools, data, and support needed to serve customers effectively. Champion process improvements and technology adoption.
• Escalation Management – Own and resolve escalated customer issues, protecting relationships and recovering opportunities. Serve as the final point of escalation for high‑impact renewals.
• Risk & Opportunity Analysis – Track early indicators of renewal risk, diagnose root causes, and recommend corrective actions. Leverage predictive analytics to surface high‑value opportunities.
• Coverage & Prioritization Coaching – Guide managers on coverage strategy, customer prioritization, and engagement approaches. Optimize resource allocation to maximize renewal revenue.
• Process & Skill Gap Identification – Spot inefficiencies and skill gaps, provide targeted support, and elevate issues to senior leadership when necessary. Drive continuous process improvement.
• Data‑Driven Decision Making – Leverage performance analytics to inform decisions and communicate insights to leadership. Translate data into clear, actionable narratives.
• Hiring & Onboarding – Recruit, onboard, and accelerate the success of new Renewal Managers. Build a pipeline of high‑potential talent.
• Performance Management – Recognize high performers, deliver candid feedback, and address performance concerns fairly. Conduct quarterly performance reviews and career development conversations.
• Culture Building – Create an environment where people own outcomes, develop as renewal leaders, and become subject‑matter experts.
• Talent Development – Identify and nurture high‑potential Renewal Managers for future leadership or senior individual contributor roles.
• Stakeholder Communication – Build strong relationships with Sales and Customer Success peers, sharing insights, feedback, and operational challenges.

Essential Qualifications

• 5+ years of enterprise SaaS sales or renewals experience, with a proven track record of meeting or exceeding individual quota and/or team targets.
• 3+ years of managing individual contributors or leading a team of 8+ in a high‑growth environment.
• Strong analytical skills with comfort in performance metrics, forecasts, and accountability frameworks.
• Deep understanding of renewal metrics—renewal rates, churn, customer lifecycle, forecasting practices, and deal mechanics.
• Exceptional coaching and people‑leadership abilities, including talent development and performance conversations.
• Excellent communication, interpersonal, and influence skills across all levels, including executive stakeholders.
• Experience with CRM and renewal management tools (e.g., Salesforce, HubSpot, or similar) and data visualization platforms (e.g., Tableau, Power BI).

Preferred Qualifications

• Advanced data literacy—ability to read performance dashboards, identify trends, and diagnose root causes.
• Customer‑first mindset, strong work ethic, and proactive problem‑solving.
• Bachelor’s degree in Business, Marketing, Finance, or a related field (or equivalent experience).
• Experience in a high‑velocity SaaS environment with multi‑year contracts and annual recurring revenue.
• Knowledge of subscription billing systems and revenue recognition principles.

Skills & Competencies

• Strategic Thinking & Execution – Ability to translate long‑term vision into actionable plans.
• Data‑Driven Decision Making – Proficiency in using data to drive insights and decisions.
• Team Coaching & Development – Talent nurturing and performance management.
• Cross‑Functional Collaboration – Working effectively with Sales, Success, Product, and Finance.
• Customer Relationship Management – Building trust and delivering value to high‑net‑worth accounts.
• Process Improvement & Operational Excellence – Identifying bottlenecks and implementing scalable solutions.
• Change Management & Adaptability – Leading teams through change and ambiguity.
• Communication & Presentation – Clear, concise, and persuasive communication at all levels.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As Senior Manager, you will:

• Advance to Director of Renewals or Customer Success, overseeing larger portfolios and shaping company‑wide renewal strategy.
• Take on cross‑functional leadership roles, such as Head of Customer Experience or VP of Revenue Operations.
• Participate in executive‑level strategy sessions, influencing product roadmap and market positioning.
• Access continuous learning—internal workshops, industry conferences, and a generous tuition reimbursement program.
• Mentorship from senior leaders and a robust peer network across the organization.
• Opportunity to lead global initiatives, such as the development of a predictive renewal engine or the rollout of a new customer success platform.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑energy environment. We value:

• Transparency and open communication – Regular town halls, open Q&A sessions, and a culture of feedback.
• Innovation and a willingness to challenge the status quo – Hackathons, idea‑sharing forums, and a dedicated innovation budget.
• Work‑life balance, with flexible remote options and generous paid time off.
• Recognition of achievements—both individual and team—through awards, shout‑outs, and milestone celebrations.
• Commitment to diversity, equity, and inclusion at every level, with dedicated DEI initiatives and employee resource groups.
• Community engagement – Volunteer days, charitable partnerships, and sustainability projects.

Compensation & Benefits

While the base salary for this role ranges from $83,500 to $119,050, total compensation includes:

• Performance‑based bonus potential tied to renewal revenue and team KPIs.
• Restricted Stock Unit (RSU) awards as part of equity compensation, vesting over a four‑year schedule.
• Comprehensive health, dental, and vision plans with a low employee cost share.
• 401(k) with company match up to 6% of your salary.
• Unlimited paid time off and flexible work arrangements to support personal and professional growth.
• Wellness programs, mental health resources, and an employee assistance program.
• Professional development budget, tuition reimbursement, and access to industry certifications.
• Employee stock purchase plan and other equity benefits.
• Annual company retreat and quarterly team‑building events.

How to Apply

If you are a results‑driven leader who thrives on building strong customer relationships, coaching high‑performing teams, and driving revenue growth, we want to hear from you. Submit your application through our careers portal and join a company where your work truly matters.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.