Subscriptions Manager

About the Role:

The Subscriptions Manager is a critical revenue-protection role within our Customer Experience organization. This role owns the strategy, execution, and reporting across renewals, churn forecasting, subscription operations, and pricing integrity.

You will serve as the “watcher on the wall” for our recurring revenue — proactively identifying risk, partnering cross-functionally to protect accounts, and driving initiatives that improve retention and annual plan conversion.

This role sits at the center of CX, Sales, Finance, and Operations and has a direct impact on revenue retention across a SaaS portfolio exceeding $10M in annual recurring revenue.

This is an individual contributor role with managerial scope as the team grows.

What You’ll Own:

Churn Forecasting & Retention Strategy

• Monitor churn daily and maintain a monthly churn forecast
• Analyze churn trends and prepare detailed quarterly retention reports identifying patterns and root causes
• Proactively identify at-risk accounts and partner with Success to execute save strategies
• Lead executive-level exit interviews for larger accounts and coordinate sponsorship outreach when appropriate

Renewals & Subscription Lifecycle Management

• Own renewal notices, expiring discounts, and annual subscription workflows
• Manage refund requests, credit disputes, and subscription exceptions
• Oversee conversion strategies from monthly to annual plans, including pricing and discount recommendations
• Ensure subscription data integrity across systems including Salesforce, ChurnZero, Stripe, and internal tracking tools

Pricing & Revenue Integrity

• Partner with Operations and Finance on pricing changes and plan increases
• Strategically assess which accounts can absorb pricing adjustments versus where retention risk requires alternative approaches
• Protect margin while balancing long-term customer value

Cross-Functional Revenue Projects

• Partner with Sales to monitor new deals and downstream renewal implications
• Collaborate with Success to align on risk signals and re-onboarding opportunities
• Contribute to subscription process improvements across CX, Finance, and Operations
• Serve as internal subject matter expert on subscription policies and revenue processes

What We’re Looking For:

• 7+ years in SaaS renewals, retention, or subscription management
• Experience managing renewals across at least $10M+ in annual recurring revenue
• Demonstrated experience forecasting churn and driving retention strategy
• Strong analytical mindset with comfort working in CRM and customer health systems (Salesforce, ChurnZero preferred)
• Experience with billing platforms such as Stripe
• Ability to navigate sensitive revenue conversations including pricing changes, discounts, and cancellations
• Proven cross-functional operator who can influence without formal authority
• Highly detail-oriented with strong executive reporting skills
• Experience leading or mentoring team members preferred

Why This Role Matters:

• Retention is our growth engine. This role directly influences churn performance, annual conversion rates, pricing integrity, and revenue predictability. You will operate as a strategic
• partner to Customer Experience leadership and executive stakeholders.

Additional Details:

• Salary Range: $90,000 –$110,000 OTE (base + commissions), depending on experience and performance.

We encourage individuals from underrepresented backgrounds, including women and minorities, to apply for this position. We believe in creating a diverse and inclusive workplace and welcome candidates who may not meet every listed requirement but are eager to contribute and grow within our team. Even if you don't meet every requirement, we still encourage you to apply.