Renewals Manager - Customer Success

Join Pigment: The AI Platform Redefining Business Planning

Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team—from Finance to HR—to build, adapt, and align strategic plans in real time.

Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario.

With a team of 500+ across Paris, London, New York, San Francisco, and Toronto, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software.

At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we’d love to hear from you.

The Renewals Manager is responsible for driving customer retention across Pigment’s scaled segment by owning the end-to-end renewal lifecycle. This role blends commercial acumen with customer insight, ensuring customers continue to see value in Pigment while navigating contractual discussions with confidence and precision. You will partner closely with Customer Success, Sales, and Legal to mitigate risk, forecast renewals, and execute a consistent, scalable renewal motion.

Key Responsibilities:
• Manage the full renewal process across a high-volume portfolio, including forecasting, commercial discussions, objection handling, and contract execution.
• Analyse customer health, product adoption, and stakeholder sentiment to proactively identify churn risks and create mitigation plans.
• Collaborate with Customer Success Managers and Account Executives to ensure alignment on customer strategies, account history, and value realisation narratives. Prepare renewal proposals, negotiate pricing and contract terms within approved guardrails, and follow internal approval workflows.
• Maintain accurate renewal data in CRM and reporting systems, ensuring predictable forecasting and identification of systemic risks.
• Partner with Sales and Finance to optimise commercial structures for multiyear commitments, expansions, or right-sizing.
• Contribute to the creation and evolution of scalable renewal playbooks, templates, and operational processes.

Required Qualifications:
• 3+ years of experience in renewals, account management, customer success, or a commercial-facing SaaS role.
• Strong negotiation skills and comfort navigating commercial conversations with customers at multiple levels.
• Demonstrated ability to interpret customer health signals, product usage insights, and business risk indicators.
• Proven ability to manage a large volume of accounts with competing priorities and tight deadlines.
• Excellent written and verbal communication skills.
• Strong command of CRM tools (ex. Salesforce) and experience with renewal forecasting.

Preferred Qualifications:
• Experience in high-growth SaaS, especially with scaled or pooled Customer Success models.
• Familiarity with planning, FP&A, or data/analytics products.
• Experience collaborating with Legal teams on contract redlines and exceptions.

Success Metrics:
• Renewal rate and gross revenue retention across assigned accounts.
• Forecast accuracy for upcoming renewals.
• Reduction in churn risk through early identification and mitigation planning.
• Operational excellence metrics (ex. deal cycle times, documentation completeness).
• Contribution to scalable renewal processes, playbooks, and best practices.

What We Offer:
• Competitive package
• Bike2work scheme – save on a new bike and gear while commuting the greener way
• Trust and flexible working hours
• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions

How We Work:
• Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet
• Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community
• Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission
• Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment
• Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organisations.

We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.

Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.