Reports To & Team
This role reports to the Senior Director, Customer Success, and partners cross-functionally with every CSM on the team as well as Mosaic's Sales organization.
What You'll Do
Own renewal execution for every account across Tier 1, 2, and 3, starting at the tier-specific readiness checkpoints (120 days out for Tier 1, 90 for Tier 2, 60 for Tier 3).
Take the commercial back-and-forth off the Senior and Junior CSMs — pricing conversations, contract paperwork, and negotiation route through this role.
Partner with Sales on pricing exceptions, multi-year terms, and contract paperwork.
Track and report revenue reduction (downgrades, seat and module loss) at the point of renewal, feeding the portfolio-level revenue-reduction KPI.
Maintain renewal status and forecast in Salesforce, partnering with the Senior Director on portfolio-level renewal forecasting.
Flag at-risk renewals early to the assigned CSM and the Senior Director.
What Makes You Successful
Need to Haves
Bachelor's degree or equivalent experience.
3+ years in renewals, contracts, deal desk, or sales operations, ideally in enterprise software or professional services.
Comfortable owning commercial conversations independently — pricing, terms, and paperwork.
Strong organizational and CRM discipline (Salesforce or comparable).
Nice to Haves
Direct, hands-on experience with UKG, or comparable HCM/Payroll/WFM renewals, is a plus.
Experience partnering cross-functionally with both a customer success/account-management team and a sales organization.
How You'll Be Measured
On-time renewal rate, by tier.
Retained / renewed ARR.
Revenue-reduction rate at renewal.
Renewal forecast accuracy.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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