• Lead, coach, and develop a team of Renewal Specialists who manage a high volume of accounts in our early stage startup-focused segment. • Set and enforce standards for operating rhythm, forecasting, pipeline hygiene, and customer communication. • Own performance management for the team, including 1:1s, skill development, quarterly business reviews, and performance improvement plans as needed. • Hire, onboard, and level-up future team members as the segment continues to scale. • Own overall NRR & GDR, and on-time renewal rate for the <10 employee segment. • Monitor segment retention trends and create strategic interventions that reduce churn and increase product adoption. • Build playbooks that guide Specialists through proactive 270/90/30-day motions, expansion motion execution, mid-cycle changes, and risk mitigation. • Partner with Revenue Leadership to set quarterly targets and ensure accuracy of team-wide forecasting. • Establish a scalable renewal process that balances automation with high-touch engagement where required. • Ensure the team executes all commercial workflows with accuracy, including quoting, contract adjustments, expansion motions, and exception requests. • Partner with RevOps to streamline approval paths, improve system flows (SFDC, NUE), and remove friction for Specialists. • Create reporting frameworks that surface insights on segment health, churn patterns, expansion signals, and rep efficiency. • Work closely with Customer Success Advisory, Digital Success, and AM Leadership, to ensure consistent lifecycle messaging and coordinated escalation paths. • Provide structured product feedback to Engineering, Product, and Design to improve in-product renewals, expansion journeys, and contract modification flows. • Collaborate with Marketing and Enablement to build segment-relevant assets, talk tracks, and training resources. • Serve as the escalation point for complex renewals, dissatisfied customers, or high-risk accounts. • Ensure Specialists adopt a consultative approach that combines strong negotiation techniques with empathy and clarity. • Raise emerging customer needs, competitive dynamics, or operational blockers to the broader organization.