Senior Director, Renewal Management

Description

Sprout Social is looking to hire a Senior Director, Renewal Management for the Sales & Customer Experience team.

Why join Sprout's Sales & Customer Experience team?

Joining the Sales and Customer Experience team is an opportunity to accelerate your career. We're a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world including General Mills, Make-a-wish Foundation, Honda and Edelman. And the real kicker? You get to design your own career and follow the path that's best for you. Wherever you want to go, we're committed to helping you get there.

What you'll do

• Lead the strategy to optimize renewal rates, reduce churn, and identify expansion opportunities.
• Manage and grow a team of Renewal Managers, providing strategic direction, coaching, and performance accountability.
• Work closely with Sales, Customer Success, Finance, and Revenue Operations to refine renewals playbooks, streamline processes, and improve forecasting accuracy.
• Own renewals pipeline visibility, forecasting, and performance reporting, ensuring data-driven decision-making.
• Establish best practices, systems, and tools to enhance renewals efficiency and customer retention.
• Leverage data insights and customer engagement to proactively address risks, strengthen relationships, and drive contract expansions.
• Continuously refine Renewal strategies to maximize Retention.
• Provide accurate forecasting to the Head of Customer Success.

What you'll bring

We are seeking a Senior Director of Renewals to lead our renewals strategy, drive retention, and maximize account growth opportunities. This senior leader will oversee a high-performing renewals team, partnering closely with Customer Success, Sales, and Finance to ensure seamless customer experiences, strong retention metrics, and optimized contract expansion strategies. The ideal candidate is passionate about customer success and executing a renewal process designed to increase the client experience.

The minimum qualifications for this role include:

• 10+ years of experience in renewals or customer success with at least 5+ years in a leadership role.
• Proven track record of leading high-performing teams and driving strong renewal and retention results.
• SaaS experience within a high-growth, subscription-based business.
• Expertise in forecasting, pipeline management, and contract negotiation.
• Experience working cross-functionally to align on customer strategy and process improvements.

Preferred qualifications for this role include:

• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Deep understanding of revenue retention strategies, expansion motions, and renewal sales best practices.
• Proficiency in CRM tools like Salesforce and data analytics platforms.
• Passion for customer success and the ability to drive a culture of excellence, collaboration, and continuous improvement.

How you'll grow

Within 1 month, you'll plant your roots, including:

• Complete Sprout Social's new hire training & onboarding program alongside other new Sprout team members. You'll gain a broader understanding of our products and how your role fits into the organization.
• Partner with the Head of Customer Experience to define key success metrics for your role and how you will measure against them.
• Begin developing familiarity with our business, platform, and applications, as well as our company's key metrics.
• Meeting with key stakeholders across Sales, Customer Success, Finance, and Revenue Operations to align on current renewal processes, challenges, and opportunities.
• Reviewing existing renewals data, forecasting methodologies, and team performance metrics to establish a baseline for improvement.
• Building relationships with your direct team members, understanding their roles, strengths, and key focus areas.

Within 3 months, you'll start hitting your stride by:

• Defining and implementing a strategic plan to optimize retention, renewals efficiency, and expansion opportunities.
• Establishing key performance indicators (KPIs) and success metrics for the Renewals team, ensuring alignment with broader company goals.
• Identifying process gaps and recommending enhancements for more effective renewals forecasting, reporting, and execution.
• Enhancing collaboration between Renewals, Customer Success, and Sales to drive a seamless customer experience.
• Coaching and developing your team to strengthen negotiation skills, customer engagement, and proactive renewal strategies.

Within 6 months, you'll be making a clear impact through:

• Lead the team in executing a refined renewals playbook, ensuring clear accountability and proactive customer engagement.
• Introduce scalable initiatives to reduce churn, drive contract expansions, and improve retention predictability.
• Implement process improvements and automation to enhance efficiency and team effectiveness.
• Present renewal performance trends, insights, and strategic recommendations to executive leadership.
• Begin evaluating long-term growth opportunities for the Renewals team, including talent development and expanded customer engagement strategies.

Within 12 months, you'll make this role your own by:

• Own and drive measurable improvements in retention, expansion, and forecasting accuracy.
• Establish Sprout Social's Renewals function as a center of excellence, continuously evolving strategies to maximize customer lifetime value.
• Implement data-driven insights to optimize customer engagement, renewal timing, and upsell opportunities.
• Lead long-term initiatives to enhance team performance, career development, and cross-functional collaboration.
• Contribute to the broader Revenue leadership team, shaping company-wide strategies for customer growth and retention.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We're proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment-your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago's Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

In the United States, we have two geographic pay zones. This role's On Target Earnings ("OTE") for new hires in each zone are:

• Zone 1 (New York, California, Washington): $233,200 (min), $291,500 (mid), $349,800 (max) USD annually
• Zone 2 (All other US states): $212,000 (min), $265,000 (mid), $318,000 (max) USD annually

OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. The minimum amount earned is the fixed base salary.

The listed ranges represent the full earning potential in this position. Starting salaries for well-qualified new hires are typically around the midpoint of the range. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

OTE is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout's equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit). Employees are able to enroll in Sprout's company's 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers "Flexible Paid Time Off" and ten paid holidays. We have outlined the various components to an employee's full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation).

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement.

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, by clicking "Submit Application" on this site, you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.

#LI-REMOTE

Note: This role will be posted until the end of the business day on Monday, April 7th, 2025.