Head of Renewals & Retention
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Skills
About the role
Our client is a leading technology company specializing in omnichannel sales management and SaaS solutions for businesses, retailers, and e-commerce merchants. The company offers a comprehensive ecosystem of solutions, including business management software, electronic invoicing, digital signatures, logistics, payment services, and financial solutions.
We are seeking an experienced Head of Renewals & Retention to lead revenue growth from existing customers, strengthen customer retention, and optimize renewal performance across multiple service lines.
KEY RESPONSIBILITIES
Renewal Strategy and Revenue Growth
Take ownership of renewal rates and renewal revenue across software, electronic invoicing, and digital signature services.
Develop and implement renewal strategies and customer retention initiatives to improve annual retention rates and maximize recurring revenue.
Establish business plans, assign performance targets to individual departments, and monitor execution to ensure alignment with divisional objectives.
Standardize renewal processes, consultation scripts, and performance measurement frameworks across departments.
Collaborate with the Product team to develop online and self-service renewal channels while automating renewal reminders and quotation processes through CRM systems.
Increase revenue per renewal through package upgrades, longer subscription terms, and cross-selling additional services.
Data Analysis and Revenue Forecasting
Prepare monthly and quarterly renewal revenue forecasts and provide management reports on renewal rates, revenue retention, and potential business risks.
Analyze customer churn and non-renewal reasons across different customer segments.
Collaborate with Customer Success, Product Development, and Marketing teams to identify improvement opportunities and implement initiatives to strengthen customer retention.
Team Leadership and Development
Lead, manage, and coach department managers while overseeing recruitment, training, performance evaluation, and team development.
Improve team productivity and operational efficiency by leveraging technology, automation tools, and AI-driven solutions.
Strengthen team capabilities and service quality to achieve sustainable renewal performance and revenue growth.
Requirements
Education
Bachelor's degree or higher in Business Administration, Economics, Marketing, or related fields.
Professional Experience
Minimum 5 years of experience in customer renewals, retention, Account Management, or Customer Success within recurring-revenue industries such as software, telecommunications, banking, insurance, fintech, or payment services.
At least 3 years of experience managing multi-level teams, including direct supervision of department managers.
Proven track record of managing team-level revenue targets, renewal rates, or revenue retention performance.
Demonstrated experience in increasing revenue from existing customers through upselling, cross-selling, or other account growth initiatives.
Professional Skills and Competencies
Strong analytical capabilities, particularly in renewal funnel analysis, customer segmentation, and revenue forecasting.
Proficiency in CRM systems and customer lifecycle management.
Excellent leadership, communication, and cross-functional collaboration skills.
Proactive mindset with a strong sense of ownership and accountability for business results.
Willingness to travel regularly between Hanoi and Ho Chi Minh City.
Preferred Qualifications
Experience in establishing or scaling customer renewal and retention teams within rapidly growing organizations.
Hands-on experience in developing online or self-service renewal channels and implementing Customer Success platforms, automation tools, or AI solutions to improve operational efficiency.
Knowledge of electronic invoicing, digital signatures, and tax requirements for household businesses.
Understanding of retail and F&B customer segments and their business needs.
WORKING LOCATION
Location: Doi Can, Hanoi, Vietnam.
Travel Requirements: Periodic business travel between Hanoi and Ho Chi Minh City.