Director of customer

Director of Renewals & Customer Retention

Full Time

Cincinnati

Innovate with Benchmark Gensuite as a Director of Renewals & Customer Retention

Everyone wants to make the world a better place. We work to make it happen. By joining Benchmark Gensuite and exploring careers in the EHS, Sustainability, and ESG Disclosure Reporting space, you’ll be helping customers throughout the business community empower informed decision making, improve employee safety, and lessen their environmental footprint while creating a culture that values diversity, equity, and inclusion. Join us and help make the corporate world better for the planet and better for its employees.

Benchmark Gensuite jobs play a crucial role in helping develop our unified EHS, Sustainability, and ESG digital transformation software solutions that enable cross-functional performance excellence, enhance businesses’ sustainability efforts, and help them achieve their ESG goals. With our incredible global team, the collaborative spirit of our subscribers and partners, and the continuous innovation in exciting new technologies like Artificial Intelligence, Machine Learning, and IoT, a career at Benchmark Gensuite mean you will continuously use and evolve your skills to develop fresh ideas and initiatives.

Benchmark Gensuite Benefits

At Benchmark Gensuite, your hard work is rewarded. We offer annual bonus programs, regular team-building events, and off-cycle reviews to promptly give excellent performers their due. With engaging team activities including happy hours and exciting virtual events, we actively encourage our teams to connect and build a strong, supportive, and fun rapport! Our Benchmark Gensuite Team Member Networks, like the Respect for Diversity Group and the Sustainability Group, offer a safe and supportive space, bringing together team members who share a common identity and empowering them to voice their ideas and initiate action. Explore Benchmark Gensuite job openings and come join us as we combine our collective creativity and passion to meet and exceed the expectations of our customers.

About Benchmark Gensuite…

Benchmark Gensuite® enables companies to implement robust, cross-functional digital systems for EHS, Sustainability, and ESG Reporting through a unified digital platform—locally, globally and across diverse operating profiles.

With intuitive, best-practice-based process functionality, flexible configurations, and powerful extensions, the Benchmark Gensuite® platform has helped companies worldwide manage their EHS, Sustainability; Quality; Operational Risk and Compliance; Product Stewardship, and Supply Chain Risks for over two decades; and now organically integrated with cutting-edge ESG disclosure reporting and management solutions. Join over 3 million users that trust Benchmark Gensuite® with their software system needs and benefit from rapid deployment and adoption, immediate return on investment (ROI), service excellence, and collaborative innovation.

Overview

We are seeking a results-driven and strategic Director of Renewals & Customer Retention to design, launch, and scale our global renewal function. This leader will be responsible for creating the end-to-end renewals process, driving execution with cross-functional teams, and ensuring consistent retention and growth across our customer base.

In addition to overseeing renewals, this role will also take ownership of application-level downsell prevention, ensuring customers continue to derive value from their entire product suite. By connecting renewal strategy with usage insights and cross-functional account planning, you will help safeguard revenue not only at the customer level but also across individual applications and modules.

Key Responsibilities

• Strategy & Process Design
  • Architect the company’s first standardized renewal process, including stages, definitions, playbooks, and governance.
  • Establish policies for auto-renewals, negotiated renewals, multi-year agreements, and downsell prevention strategies.
  • Partner with Customer Success, Sales, and Finance to align renewal and downsell mitigation with customer lifecycle management.
• Execution & Management
  • Own and drive all renewal motions, ensuring timely execution of contracts and minimizing churn.
  • Build and manage a pipeline of upcoming renewals, with clear forecasting across best case, most likely, commit, and closed stages.
  • Implement downsell prevention frameworks — early warning signals, usage/health score triggers, and playbooks for recovering application-level adoption.
• Downsell Prevention & Application Retention
  • Partner with Customer Success Managers and Product teams to identify at-risk applications within multi-product accounts.
  • Develop playbooks for module-level save motions (e.g., adoption campaigns, usage reviews, executive sponsor re-engagement).
  • Track and report downsell impact separately from churn, creating visibility into retention health at both customer and application levels.
  • Collaborate with Marketing and Enablement to provide customers with resources that reinforce application value.
• Cross-Functional Leadership
  • Serve as an escalation point for at-risk renewals and downsells, working with executives and stakeholders to resolve blockers.
  • Align with Legal on contract language, guardrails, and concession management.
  • Lead renewal/downsells pipeline reviews with executives and Customer Success teams.
• Team & Infrastructure Building
  • Hire, train, and lead a small but high-performing renewals team as function scales.
  • Deploy tools (e.g., Salesforce, Gainsight, HubSpot) and dashboards to operationalize renewals and downsell tracking.
  • Create an early-warning reporting dashboard for at-risk modules/accounts
    
    

Skills And Qualifications

• 7+ years of experience in customer success, renewals, revenue operations, or account management with 3+ years in leadership roles
• Proven track record of building scalable processes from the ground up in high-growth B2B SaaS environments ($50M+ ARR preferred)
• Experience managing multi-product customer accounts and complex renewal scenarios with demonstrated impact on net revenue retention
• Proficiency with CRM platforms (Salesforce preferred), customer success tools (Gainsight, HubSpot), and creating executive-level dashboards
• Strong analytical skills with experience in SaaS metrics, forecasting, pipeline management, and revenue operations
• Cross-functional leadership experience collaborating with C-level executives, Legal, Finance, Sales, and Customer Success teams
• Process design expertise with ability to create playbooks, governance frameworks, and change management initiatives
• Team building capabilities with experience hiring, training, and scaling high-performing teams
• Bachelor's degree in Business, Finance, or related field (MBA preferred)
  
  

Success in this Role Looks Like...

• A scalable renewal and downsell prevention process with clear governance, playbooks, and templates in place within the first 6 months.
• Reliable forecast models for both renewals and application retention.
• Consistently high renewal rates and reduced downsell impact, resulting in stronger net revenue retention.
• Established cadence of proactive renewal/downsells reviews and customer touchpoints.
• A growing team and infrastructure ready to support company expansion.
  
  

Questions about the position? Please contact our HR Team, at [email protected].