Retention Manager

Location:

Mumbai Company:

Shivaami Cloud Services Pvt. Ltd. Experience:

5 to 7 Years in IT Sales Employment Type:

Full-time Joining:

Immediate or ASAP preferred Salary:

Up to 8 LPA

Position Overview The Renewal Manager is responsible for driving

customer retention, renewal success, and recurring revenue growth

across cloud and IT solutions such as Google Workspace, Microsoft 365, Okta, ScaleFusion (MDM/UEM), and cybersecurity products. This role manages the

end-to-end renewal lifecycle , ensuring accurate contract execution, smooth customer experience, and strong alignment with internal teams. The Renewal Manager builds long-term customer relationships, proactively mitigates churn risks, and identifies potential opportunities for account expansion.

Key Responsibilities: Manage the

end-to-end renewal process

for assigned accounts, ensuring timely and successful contract renewals.

Build strong relationships with clients to understand their needs and ensure a smooth renewal experience.

Collaborate with

Sales, Customer Success, and Finance teams

to align renewal strategies, pricing, and service terms.

Identify and mitigate risks to renewal, including customer dissatisfaction or potential service issues.

Maintain accurate

renewal forecasting and reporting

in CRM systems.

Upsell or cross-sell additional services during the renewal process when appropriate.

Ensure all

renewal documentation, contracts, and quotes

are accurate, updated, and compliant.

Prepare and maintain

accurate renewal data

for all clients.

Coordinate with clients to schedule

renewal-related meetings

and provide timely updates.

Send

renewal notifications

ahead of expiration dates.

Draft and manage

renewal agreements , including regular follow-ups for pending signatures.

Assign

renewal invoice tasks

and verify accuracy for plan details, pricing, and validity.

Follow up on

pending payments

to ensure timely clearance and account continuity.

Collaborate with

Key Account Managers

to support remaining backend activities related to renewals.

Coordinate with the

Support Team

to resolve client issues during the renewal phase.

Assist with

Change Management and Training Coordination

during client transitions.

Required Qualifications 3–5+ years of experience in

renewal management, account management, or subscription-based sales

within IT or SaaS industries.