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DOOR · 4 weeks ago

Customer Renewals Manager

United States

Full-time

Remote

Mid Level

3+ years exp

DOOR is unlocking the next era of Building Intelligence, and they are seeking a Customer Renewals Manager to oversee the renewals process for their subscription-based services. The role focuses on maximizing customer retention, optimizing pricing and terms, and collaborating with various teams to ensure a smooth renewal experience.

AppsArtificial Intelligence (AI)Smart HomeSoftware

Responsibilities

Manage the full renewal cycle for DOOR’s SaaS subscription plans and maintenance contracts — proactively engage clients before renewal deadlines to confirm renewal readiness

Act as the primary renewal contact for existing property-management clients and building operators. Understand their use-cases, satisfaction with DOOR’s hardware & software, and business needs to ensure a smooth renewal process

Lead renewal pricing discussions and negotiations, balancing client value (facility management savings, operational efficiencies, resident experience improvements) with DOOR’s revenue and margin objectives

Maintain a renewal pipeline with visibility into upcoming renewal dates, risk levels (e.g. customer churn risk), expected renewal revenue, and potential upsell/expansion opportunities. Provide reliable forecasts and reports to leadership

Work closely with Sales, Customer Success, Implementation, and Finance teams to coordinate renewals, ensure contract accuracy, track hardware/software deployments, and manage workflows related to renewals, upgrades, or expansion

Identify opportunities where clients might benefit from expanded DOOR services or additional hardware/feature packages (e.g. upgraded smart-lock systems, additional building automation, etc.), and collaborate with Sales/CS to present those options

Keep detailed records of all renewal communications, signed contracts, pricing terms, customer feedback, and renewal history in CRM or subscription management tools

Serve as a trusted advisor — understand customers’ building operations, pain points, and long-term goals; ensure renewals reinforce DOOR’s value to their portfolio

Analyze renewal successes and churns, derive insights from customer feedback and renewal data, and recommend improvements to DOOR’s renewal and retention processes

Qualification

SaaS renewalsCustomer successContract negotiationForecasting revenueCRM managementAnalytical mindsetCustomer-centric approachCross-functional collaborationCommunication skillsOrganizational skills

Required

3+ years of experience in SaaS renewals, subscription management, account management, or customer success — preferably with B2B or enterprise clients

Experience working with hardware-plus-software companies, or with clients managing physical products + subscriptions (ideal but not required)

Strong negotiation and communication skills; comfortable discussing pricing, contract terms, and value propositions with sophisticated stakeholders (e.g. property managers, building operators)

Proven ability to forecast renewals and revenue accurately; familiarity with renewal pipelines, churn forecasting, and subscription metrics

Excellent organizational skills: ability to manage many clients, multiple renewal dates, different contract types (hardware + software + service), and CRM records

Analytical and data-oriented mindset: can glean insights from customer data, usage patterns, contract history, and feedback

Comfortable collaborating across teams (Sales, Finance, Product, Customer Success) to coordinate renewals, upgrades, expansions, and contract changes

Customer-centric approach: good at building trusting relationships, understanding client business needs, and advocating for customer success while balancing company goals

Familiarity (or ability to learn) with tools for subscription management, CRM, contract tracking, SaaS metrics, and basic enterprise sales workflows

Seeking candidates preferably located in St. Louis - Will work in office 3 days per week, 2 days from home

Candidates located outside of the St. Louis area will be expected to travel to St. Louis (DOOR Headquarters) a few times per year