Job Description

Overview

About the Role:We are seeking an experienced and strategic Vice President, Global Renewals to lead and scale our worldwide renewal organisation. This executive leader will own the global retention strategy, renewal operations, forecasting discipline, and commercial renewal performance across our customer base.

Reporting to the Chief Customer Officer, Feli Luis, the VP, Global Renewals will be responsible for driving Gross Revenue Retention (GRR), minimising churn, increasing renewal uplift, and ensuring predictable, scalable renewal outcomes.

The ideal candidate combines deep expertise in renewals, customer success, sales operations, and commercial negotiations with a proven ability to build high-performing global teams. This leader will partner closely with Sales, Customer Success, Finance, Legal, Pricing, Product, Deal Desk, and Executive Leadership to create customer centric renewal strategies that maximise long-term customer value while supporting company growth objectives.

Responsibilities

Global Renewals Strategy & Execution

• Develop and execute a comprehensive global renewals strategy focused on reducing customer attrition, improving retention, and driving long-term revenue growth.
• Establish multi-year plans to optimise renewal outcomes, customer lifetime value, and operational efficiency.
• Lead initiatives to proactively identify, manage, and mitigate churn risk across customer segments.
• Develop segmentation, risk-tiering, and account engagement strategies to improve renewal performance and customer outcomes.
• Drive continuous improvement through data-driven decision making, customer insights, and market analysis.

Commercial Renewals Leadership

• Own the global end-to-end renewal motion, ensuring consistent execution, governance, and accountability across regions.
• Develop and implement renewal playbooks, policies, and best practices that create predictability and scalability.
• Lead complex strategic renewal negotiations and support executive-level customer engagements where required.
• Drive incremental revenue opportunities through price optimisation, contract expansions, cross-sell, and upsell motions integrated into the renewal process.

Forecasting, Analytics & Business Performance

• Own the global renewal forecast and executive reporting cadence with a high degree of accuracy.
• Establish key performance indicators including:
• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR) support metrics
• Renewal rate attainment
• Cohort retention performance
• On-time renewal rates
• Churn reduction
• Forecast accuracy
• Renewal cycle times
• Deliver regular executive-level reporting on renewal pipeline health, risk exposure, retention trends, and performance against targets.
• Analyse customer, market, and operational data to identify opportunities to improve retention and drive business outcomes.

Cross-Functional Leadership

• Serve as the executive leader responsible for aligning stakeholders across Sales, Customer Success, Finance, Pricing, Legal, Product, IT, Operations, and Deal Desk teams.
• Lead executive renewal and attrition reviews to address business risks and ensure coordinated action plans for at-risk accounts.
• Partner closely with Sales and Customer Success leadership to ensure unified account strategies and customer engagement plans.
• Influence organisational policy, process, and system enhancements that improve the customer renewal experience and business performance.
• Act as a trusted advisor to executive leadership on customer retention strategy and operating performance.

Operational Excellence & Transformation

• Drive process simplification, automation, and scale through improvements in CRM, contract lifecycle management (CLM), forecasting, and reporting systems.
• Establish governance, operational rigor, and quality standards across the renewals organisation.
• Improve renewal velocity and reduce friction through streamlined contracting, pricing approval, and internal engagement processes.
• Lead strategic programmes and transformation initiatives designed to increase retention, improve renewal efficiency, and enhance the customer experience.

Qualifications

Required

• 20+ years of experience in Renewals, Customer Success, Sales, Revenue Operations, Account Management, or related commercial leadership functions within a B2B SaaS, enterprise software, or technology organisation.
• Significant experience leading large, global teams through multiple layers of leadership.
• Demonstrated success owning and delivering against retention, renewal, churn, and revenue growth metrics at scale.
• Proven track record of leading complex, cross-functional business initiatives involving Sales, Customer Success, Finance, Legal, Pricing, Product, and Operations teams.
• Extensive experience managing forecasting processes, operating reviews, and executive business reporting.
• Strong commercial acumen with demonstrated success negotiating complex enterprise and multi-year agreements.
• Experience operating in fast-paced, high-growth environments and navigating ambiguity effectively.

Preferred

• Experience leading global renewals organisations within high-growth SaaS businesses.
• Deep understanding of revenue retention metrics including GRR, NRR, cohort retention, churn analysis, and uplift performance.
• Expertise with CRM, forecasting, CLM, and customer success platforms.
• Experience leading organisational transformation, process optimisation, and operational scaling initiatives.
• MBA or advanced business qualification.

This role is critical to ensuring predictable recurring revenue, sustainable customer retention, and long-term growth across the global business.

Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.Come join us. For more information, visit us on the web at Quest Careers | Innovate. Collaborate. Grow.Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com. You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general.