We’re seeking a motivated and commercially minded Renewals Manager to join our Customer Success organisation and play an essential role in Onfido’s customer retention strategy. This is a hybrid role that requires you to be in our London office at least 3 days per week. You’ll collaborate closely with cross‑functional teams, engage directly with customers, and help secure the long‑term success of our strategic accounts.
About the Role
As a Renewals Manager, you’ll own a portfolio of named accounts across a dedicated region. You’ll be the primary point of contact for renewal discussions—addressing customer needs, coordinating internally, and ensuring timely, accurate renewals. Working hand‑in‑hand with Sales, Customer Success, Legal, and Finance, you’ll deliver a consistent and positive renewal experience.
Responsibilities
- Manage the Renewal Cycle
- Lead and manage all commercial steps of the renewal process.
- Ensure timely, accurate, and seamless execution of renewal agreements.
- Negotiate & Support Contract Completion
- Engage directly with stakeholders to discuss options, negotiate terms, and address concerns.
- Work with Legal, Finance, and Deal Desk to ensure balanced, compliant contracts.
- Partner closely with Sales and Customer Success to champion customer needs.
- This collaboration includes regular in‑office interaction, making the London office presence essential.
- Forecasting & Reporting
- Maintain an accurate 180‑day rolling forecast of renewal opportunities.
- Use Command of the Message to qualify and manage the renewal pipeline.
- Contribute to achieving overall renewal and retention goals.
- Identify upsell or cross‑sell opportunities aligned with customer strategy.
- Highlight roadblocks early to support long‑term customer partnership.
- Drive Process Excellence
- Apply Onfido’s renewal playbook consistently.
- Interpret and communicate contractual terms confidently when required.
Qualifications
- 3–5 years’ experience in renewals, sales, customer success, or customer‑facing account management—preferably in Enterprise SaaS.
- Understanding of Identity Verification, Enterprise SaaS, or related technology services.
- Commercial success, with a track record of achieving renewal or revenue targets.
- Process‑oriented approach with experience improving workflows in fast‑paced environments.
- Excellent communication skills, both written and verbal.
- Ability and commitment to work onsite in our London office at least 3 days per week.
Required Skills
- Experience in renewals, sales, customer success, or customer‑facing account management.
- Understanding of Identity Verification and Enterprise SaaS.
Preferred Skills
- Experience in a fast‑paced environment.
- Track record of achieving renewal or revenue targets.
Pay range and compensation package
This role places you at the heart of our customer retention strategy, working closely with internal teams and high‑value accounts. If you’re excited about owning commercial conversations, developing strong customer relationships, and collaborating face‑to‑face with colleagues each week, this could be the perfect fit.
Equal Opportunity Statement
Ready to help power Onfido’s retention engine? Apply today!
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