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Head, Customer Renewal - India

Head, Customer Renewal - India

SAP

12 - 17 years

22 - 30 Lacs

gurugram

Posted:11 hours ago| Platform:

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Skills Required

career development people development crc consulting customer retention account management customer engagement stakeholder management forecasting analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Leadership & People Development

Lead, coach and inspire a team of Renewal Executives (CREs) to consistently meet and exceed renewal and churn targets.
Drive a high-performance culture built on accountability, collaboration and continuous growth.
Ensure talent retention, career development and succession planning within the renewal organisation.

Renewal Governance and Execution

Own and deliver renewal outcomes.
Implement strong governance for forecasting accuracy, pipeline discipline and compliance with company standards.
Oversee renewal negotiations for high-value or strategic accounts to maximize customer satisfaction and protect cloud revenue.

Churn Forecasting & Management

Lead efforts to improve churn predictability through data-driven forecasting models.
Partner with cross-functional stakeholders to proactively identify at-risk customers and execute churn mitigation strategies.
Provide transparency and insights on churn drivers and trends to Market Unit and Regional leadership.

Transformation & Operational Excellence

Champion early renewal, multi-year renewal motion to secure predictability and strengthen customer engagement.
Drive adoption of digital-first renewal models to enable scale and efficiency.
Standardize tools, processes, and best practices across India to ensure consistency and scalability.
Monitor and analyse performance metrics, implementing improvement initiatives as needed.

Stakeholder Engagement

Act as the renewal focal point for SAP-India leadership, providing clear visibility on forecasts, churn outlook and performance risks.
Collaborate with Sales, Customer Success (CSM), Finance and Legal to ensure seamless renewal execution and effective customer engagement.
Align with regional CRC leadership to share best practices, drive transformation, and support APAC-wide initiatives.

What you bring:

12+ years of experience in account management, renewals, customer success or sales leadership within the enterprise software or SaaS space
2+ years of experince in people management or manageing the team.
Strong track record of delivering renewal and churn management targets.
Skilled negotiator with strong stakeholder management abilities, including executive-level engagement.
Experience working with enterprise customers is preferred.
Expertise in forecasting, pipeline management and data-driven business decision making.
Experience in leading transformation programs and scaling operations is highly desirable.
Leadership experience in managing and developing high-performing teams.
Education: MBA or equivalent is a plus. Or bachelor s degree in business management or related field

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