Customer Renewals Team Lead

Overview

In this role, you lead and develop a hybrid team of Customer Renewals Associates and Advisors to drive renewal performance and customer retention. You will set and monitor KPIs, coach on performance reviews, and foster a positive, customer-focused culture. You’ll partner with Sales, Customer Success, Finance and others to improve processes and maximise recurring revenue.

This position offers opportunities to shape the renewals function and impact customer value at scale within a growing software group.

• hybrid working
• well-being culture
• inclusion and development
• opportunity to impact millions globally
• growth and career development
• competitive, supportive team environment

• Lead and develop a team of Renewals Associates and Advisors
• Set and drive KPIs, support targets achievement
• Conduct regular 1:1s, coaching, performance reviews and development plans
• Foster a positive, accountable, customer-focused team culture
• Drive customer retention and renewal performance
• Identify customer risks and handle complex retention conversations
• Collaborate with Sales, Customer Success, Finance, Support, RevOps and Operations
• Identify process improvements to the customer experience and efficiency
• Support onboarding, succession planning and capability development

• Previous experience in a Team Lead, Supervisor or people leadership role
• Experience within customer renewals, retention or account management
• Commercial mindset with comfort using performance data and KPIs
• Excellent communication and relationship-building skills
• Proactive approach to problem-solving and continuous improvement
• Ability to prioritise and stay calm in a fast-paced environment
• Experience in a technology or software business (bonus)
• Genuine passion for coaching and developing people

• communication
• relationship-building
• proactive problem-solving
• prioritisation
• experience with performance data and KPIs
• data-driven decision making