Head of Renewals & Retention

ACG_3937_JOB

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.

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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.

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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.