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.