Renewal Manager - K-12

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

Renewal Manager - K-12

As a Renewal Manager, you will play a key leadership role overseeing a team of Renewal Representatives focused on driving customer retention and growth within our K-12 portfolio. You will be accountable for managing team performance, developing talent, optimizing renewal processes, and collaborating cross-functionally to ensure best-in-class renewal outcomes. Leveraging your experience in account management and strategic planning, you’ll be responsible for leading escalations, implementing process improvements, and executing initiatives aligned with organizational goals.

What You Will Do

• Directly manage, coach, and develop a team of Renewal Representatives through regular feedback, performance evaluations, and career development planning.

• Drive team engagement and foster a collaborative, high-performance team culture.

• Develop and deliver training programs to enhance skills in negotiation, customer retention, and upsell/cross-sell strategies.

• Lead recruitment, onboarding, and professional growth of team members, with an emphasis on clear development pathways.

• Oversee team portfolio performance, ensuring high renewal rates and identification of portfolio growth opportunities.

• Serve as the final escalation point for complex or high-value renewals, negotiating directly with customers when necessary.

• Collaborate closely with Sales, Customer Success, and Finance teams to align on customer strategies and resolve escalations.

• Develop, document, and refine strategies to improve renewal processes, data integrity, and operational effectiveness.

• Monitor and analyze renewal KPIs, delivering actionable insights and recommendations to leadership.

• Lead team participation in Quarterly Business Reviews (QBRs) and present performance data and strategies to senior stakeholders.

• Drive and manage cross-functional initiatives and projects focused on customer retention, workflow improvements, and team effectiveness.

• Apply project management methodologies to scope, track, and deliver assigned projects.

• Continuously assess and optimize team workflows to maximize productivity and ensure scalability.

What You Will Need to Know/Have

• Minimum 7 years of experience in renewals, account management, or customer success, with at least 3 years in a leadership role.

• Demonstrated experience successfully managing teams and driving both customer retention and revenue growth.

• Highly developed leadership and coaching abilities, with a record of building and developing high-performing teams.

• Advanced negotiation skills; experienced in managing high-value, multi-product, and complex customer accounts.

• Strategic thinker with a proven track record of driving process improvements and implementing scalable solutions.

• Proficiency in CRM systems (Salesforce), forecasting tools (Gainsight, Clari), and project management software (e.g., Asana, Jira).

• Strong analytical skills to interpret data, identify trends, and provide actionable recommendations.

• Excellent communication and interpersonal skills, with the ability to build trust and effectively influence at all organizational levels.

Get in on all the awesome at Instructure!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.

• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.

• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.

• Comprehensive wellness programs and mental health support

• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth

• The technology and tools you need to do your best work

• Motivosity employee recognition program

• A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.