Senior Client Success & Renewals Manager

At Apex42, we believe that a well-managed workplace is the backbone of a successful business. With a legacy spanning over 30 years and roots inside the world’s largest architecture and workplace design firm, we combine deep industry expertise with our cutting-edge Wisp platform. Our mission is to empower organizations to optimize their physical environments, creating spaces that foster productivity, creativity, and innovation. 

As part of Harris Computer, we are backed by the stability of a global leader, allowing us to focus on building long-term partnerships and ensuring our clients maximize the potential of their real estate portfolios. 

Why Join Our Team? 

In today’s dynamic hybrid work environment, this role sits at the center of our client partnerships. You won’t just support a product, you’ll act as a strategic advisor, helping the world’s leading organizations unlock measurable value from their most critical real estate assets. 

We’re looking for naturally curious, entrepreneurial thinkers who thrive on solving complex challenges and taking initiative. If you enjoy asking “what’s possible?” and turning ideas into impact, you’ll fit right in. 

Our culture is built on collaboration, flexibility, and a genuine investment in our people. We prioritize work/life balance while empowering our team to grow, innovate, and make a meaningful difference. 

The Opportunity: 
Our Client Success team is evolving. We’re looking to add greater depth in dedicated specialties, and we are looking for a strategic renewal leader.  As the Senior Client Success & Renewals Manager, you will not only manage a portfolio of accounts but also serve as the entire team's subject matter expert on revenue retention and growth. 

This role is essential to maintaining trusted client relationships, ensuring client satisfaction, and supporting predictable recurring revenue.  In addition, this individual will help develop renewal playbooks, processes, and operational foundations needed to scale effectively. 

What You'll Do 

This is a hybrid "player-coach" role. You will be responsible for the success of your own accounts while simultaneously building the renewal engine for the entire Client Success team. 

Client Portfolio Management (Your Portfolio): 

In this capacity, you will act as the dedicated CSM for a portfolio of your own accounts, owning the relationship and the renewal outcomes from end to end. 

• Build and maintain strong, trusted relationships, serving as a strategic partner who deeply understands your clients' goals, challenges, and success criteria. 

• Drive effective adoption and ongoing optimization of our platform by guiding clients on configuration, data integrity, and best practices to ensure they realize measurable value from the tool. 

• Proactively manage client health throughout the entire lifecycle by conducting impactful QBRs, tracking key success metrics, and identifying opportunities to deliver deeper value. 

• Facilitate the renewal process for your portfolio by proactively identifying renewal risks, maintaining accurate forecasts, partnering with Sales and Leadership on renewal strategy, and ensuring renewals are completed on time. 

• Act as your client's primary advocate internally, collaborating closely with Sales, Product, and Support teams to ensure their needs are met and feedback is incorporated into our strategy. 

Renewal Strategy & Team Leadership (Team Enablement): 

In this capacity, you will be the team's subject matter expert, responsible for elevating the commercial renewal acumen and standardizing the processes for the entire CS organization. 

• Develop, own, and iterate on the team's official Renewal Playbook, creating the standardized processes, tools, and documentation that will enable the entire team to manage renewals effectively. 

• Serve as the go-to coach and internal consultant for your CSM peers, providing guidance on negotiation tactics, objection handling, and renewal best practices. 

• Partner with CS leadership to deliver accurate forecasting on renewals, churn risk, and retention, analyzing data to identify trends and inform broader company strategy. 

• Champion a culture of commercial awareness, helping your peers understand how to identify and qualify expansion opportunities to support our growth. 

What You'll Bring (Qualifications) 

We are looking for a strategic and commercially-minded relationship builder. While experience in B2B software is a plus, we are most interested in your proven ability to manage complex client relationships and drive successful commercial outcomes. We encourage you to apply if you have a strong track record in the following areas, even if your background isn't a perfect match. 

Core Qualifications (What We Need You to Have): 

• Proven experience (typically 4+ years) in a role focused on managing and retaining a portfolio of long-term clients. This could be in Account Management, Client Relationship Management,  or Strategic Consulting. 

• A natural talent for building strong, trusted relationships. You excel at understanding client goals, acting as their primary advocate, and serving as a strategic partner rather than a reactive resource. 

• Demonstrated success leading commercial conversations. You are comfortable and confident handling contract renewals, pricing discussions, and negotiations. 

• Strong financial acumen. You can easily understand a client's business, build a compelling case for ROI, and talk confidently about the value your solution provides. 

• Excellent internal collaboration skills. You know how to work effectively with different departments (like Sales, Product, and Operations) to get things done for your clients. 

• A process-oriented mindset. You enjoy bringing structure to your work and have experience creating documentation, standardizing workflows, or coaching others on best practices. 

Bonus Points (What Will Make You Stand Out): 

• Direct experience within a B2B SaaS or recurring revenue business model. 

• Familiarity with key customer success metrics like Net Revenue Retention (NRR) or client health scores. 

• Experience using a CRM (like HubSpot or Salesforce) to manage a client portfolio and forecast renewals.