CRC-Customer Renewal Executive Manager

Job Description

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Key Responsibilities & Tasks

The Customer Renewal Executive Manager – APAC Digital/Hub is a frontline leadership role within the APAC Customer Renewal Centre (CRC), responsible for leading a team of Digital Customer Renewal Executives (D-CREs) managing high-volume cloud subscription renewals across Digital/Hub coverage.

The CRC is central to APAC’s Customer Success strategy — with a clear focus on strengthening cloud renewals into a disciplined, scalable and predictable revenue engine. Through structured renewal governance, early engagement strategies, proactive churn management and expansion-led retention practices, the CRC safeguards the region’s recurring revenue base while strengthening forecast confidence and long-term customer value.

As the Corporate segment accelerates and renewal volumes continue to grow, CRC is scaling its Hub and Digital coverage model to support high-growth, high-volume portfolios with greater consistency and commercial discipline. This role requires strong expertise in renewal governance, churn risk management and forecasting cadence within a SaaS environment, ensuring renewal quality, velocity and predictability at scale.

Reporting to the APAC CRC Hub Leader, this position deepens leadership capacity within the CRC Hub model— reinforcing renewal accountability, strengthening risk transparency and driving sustained renewal performance across APAC Digital/Hub coverage.

Key Responsibilities

Leadership & People Development

• Lead and develop a team of Digital Customer Renewal Executives (D-CREs) across APAC Digital/Hub coverage.
• Drive performance accountability across renewal targets, forecasting accuracy and churn management outcomes.
• Conduct structured pipeline reviews, deal coaching and risk assessments to elevate renewal quality and commercial judgment.
• Build a high-performance culture grounded in ownership, transparency and disciplined renewal management.
• Lead structured performance management, including development planning, performance calibration and timely corrective action where required.

Renewal Governance and Execution

• Ensure disciplined renewal governance across the Hub portfolio, maintaining high standards in pipeline hygiene and risk classification.
• Own forecasting cadence and accuracy within Digital/Hub coverage, providing clear visibility into renewal outlook and risk exposure.
• Exercise sound commercial judgement in escalation decisions and risk positioning within coverage thresholds.
• Reinforce early renewal motion and multi-year positioning where commercially appropriate.

Churn Forecasting & Management

• Drive structured churn validation processes, ensuring clear capture of churn drivers and mitigation plans within systems.
• Partner with VAT and Customer Success to proactively manage at-risk accounts and reduce renewal volatility.
• Ensure retention strategies align with expansion opportunities and long-term account stability.
• Analyse churn trends and renewal insights to improve predictability and decision-making at market unit & regional levels.

Scale & Corporate Growth Enablement

• Support CRC scaling within the fast-growing Corporate segment through consistent renewal discipline and leadership oversight.
• Optimize coverage capacity and workload allocation within the Hub model.
• Identify opportunities to improve renewal velocity while maintaining quality and governance standards.
• Contribute to adoption of standardized playbooks and engagement frameworks to support scalable renewal management.

Stakeholder Engagement

• Act as key renewal focal point within CRC APAC leadership forums, providing visibility on forecasts, churn outlook, performance risks for Digital/ Hub coverage.
• Collaborate with Sales, Customer Success (CSM), Finance and Legal to ensure seamless renewal execution and effective customer engagement.
• Escalate strategic risks or commercial complexities appropriately to senior leadership.

Qualifications

• 8–10 years of experience in SaaS renewals, customer success, or recurring revenue management, with direct accountability for renewal and churn outcomes.
• Demonstrated experience driving team performance within a renewal environment, including coaching, performance accountability and forecasting discipline.
• Proven ownership of renewal forecasting at team level, including pipeline governance, forecast consolidation, risk validation and leadership-ready reporting.
• Strong experience managing high-volume renewal portfolios within defined coverage models and performance thresholds.
• Demonstrated ability to coach renewal strategy, commercial positioning and risk mitigation across complex renewal cycles.
• Exposure to Corporate or mid-market growth segments is an added advantage.

Education

• Bachelor’s Degree in Business Management or related field
• MBA or equivalent is a plus.
• Equivalent comparable experience.

Skills and Competencies

• Strong commercial acumen in cloud subscription renewals.
• High discipline in forecasting and risk transparency.
• Structured decision-making under volume pressure.
• Ability to balance performance accountability with team development.
• Strong stakeholder management within a matrixed organization.
• Business-level fluency in English (written and verbal), with the ability to lead regional discussions, present renewal insights and manage cross-market stakeholder communication

Key Performance Indicators (KPIs)

• Renewal rate and churn performance within Digital/Hub coverage (aligned to regional RG targets)
• Forecast accuracy, churn risk transparency and adherence to data hygiene standards
• Team performance, engagement and capability development across the Hub portfolio

Effective stakeholder coverage and alignment with Sales, CSM and Finance counterparts

• Renewal rate and churn performance within Digital/Hub coverage (aligned to regional RG targets)
• Forecast accuracy, churn risk transparency and adherence to data hygiene standards
• Team performance, engagement and capability development across the Hub portfolio

Effective stakeholder coverage and alignment with Sales, CSM and Finance counterparts

• The opportunity to lead and shape renewal performance within APAC’s fast-growing Corporate and Digital segments
• A leadership role within a strategically evolving renewal organization
• Exposure to regional stakeholders and cross-functional collaboration across APAC

Career growth and leadership development opportunities within Customer Success

Bring out your best
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Requisition ID: 447498 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid