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Instructure is seeking a Renewal Manager to lead a team of Renewal Representatives focused on driving customer retention and growth within the K-12 portfolio. This is a people-management role with accountability for team performance, talent development, renewal process optimization, and cross-functional collaboration.
Key Responsibilities:
- Directly manage, coach, and develop a team of Renewal Representatives through regular feedback, performance evaluations, and career development planning
- Drive team engagement and foster a collaborative, high-performance culture
- Develop and deliver training programs in negotiation, customer retention, and upsell/cross-sell strategies
- Lead recruitment, onboarding, and professional growth with clear development pathways
- Oversee team portfolio performance, ensuring high renewal rates and identifying growth opportunities
- Serve as final escalation point for complex or high-value renewals, negotiating directly with customers
- Collaborate with Sales, Customer Success, and Finance teams on customer strategies and escalation resolution
- Develop and refine strategies to improve renewal processes, data integrity, and operational effectiveness
- Monitor and analyze renewal KPIs, delivering actionable insights to leadership
- Lead team participation in Quarterly Business Reviews and present performance data to senior stakeholders
- Drive cross-functional initiatives focused on customer retention, workflow improvements, and team effectiveness
- Apply project management methodologies to scope, track, and deliver assigned projects
- Continuously assess and optimize team workflows for productivity and scalability
Requirements:
- Minimum 7 years of experience in renewals, account management, or customer success, with at least 3 years in a leadership role
- Demonstrated experience successfully managing teams and driving both customer retention and revenue growth
- Highly developed leadership and coaching abilities with a record of building high-performing teams
- Advanced negotiation skills; experience managing high-value, multi-product, and complex customer accounts
- Strategic thinker with proven track record of driving process improvements and implementing scalable solutions
- Proficiency in CRM systems (Salesforce), forecasting tools (Gainsight, Clari), and project management software (Asana, Jira)
- Strong analytical skills to interpret data, identify trends, and provide actionable recommendations
- Excellent communication and interpersonal skills with ability to build trust and influence at all organizational levels
