Renewal Manager, EMEA

Tactivos Inc.

Job Overview

Location

United Kingdom Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Renewal Manager for EMEA at Tactivos Inc., you will play a crucial role in sustaining and growing the company’s recurring revenue by managing the end-to-end renewal process for existing customers across the region. Your work directly impacts customer retention, revenue predictability, and long-term business success by ensuring that clients continue to derive value from Mural’s visual collaboration platform.
• You will be responsible for owning the renewal lifecycle for a portfolio of EMEA-based customers, driving proactive engagement, negotiating terms, and collaborating cross-functionally to secure timely renewals while identifying opportunities for expansion and improved customer satisfaction.
• The Renewal Manager operates within a mission-driven, collaborative team at Mural — a leader in visual collaboration software committed to transforming how teams work together through empathy, adaptability, and teamwork. The EMEA renewal team is part of a global customer success organization that values data-informed decision-making, customer-centricity, and continuous improvement.
• Your day-to-day responsibilities will include:
• Managing and overseeing the renewal process for existing customers in the EMEA region, ensuring all contracts are renewed accurately and on time to minimize churn and maximize retention.
• Proactively engaging with customers 60–90 days prior to contract expiration to discuss renewal options, assess usage, address concerns, and align on value realization.
• Preparing and presenting customized renewal proposals and agreements that reflect the customer’s current needs, usage patterns, and potential for growth.
• Maximizing customer retention by identifying at-risk accounts early and developing targeted intervention strategies in partnership with Customer Success and Sales teams.
• Ensuring customers are on the optimal pricing, packaging, and service model based on their evolving needs and usage data, recommending upgrades or adjustments where appropriate.
• Providing exceptional customer service and support throughout the renewal cycle, acting as the primary point of contact for all renewal-related inquiries and issues.
• Serving as a liaison between customers and internal teams (including Product, Finance, and Legal) to resolve any concerns that could impact renewal decisions, such as feature requests, billing discrepancies, or contract terms.
• Maintaining meticulous records of all renewal activities, customer interactions, contract details, and communications in Salesforce to ensure data integrity and audit readiness.
• Generating regular reports on renewal status, renewal rates, pipeline health, and potential risks for leadership, using data to forecast performance monthly, quarterly, and annually.
• Collaborating closely with Customer Success, Sales, and Finance teams to ensure alignment on customer health, forecasting, and go-to-market strategies for renewals and expansions.
• Participating in team meetings, sharing insights, and contributing to the development of retention strategies, playbooks, and process improvements to enhance overall renewal efficiency and effectiveness.
• Continuously building deep product and industry knowledge to better advise customers on how Mural can support their collaboration goals, positioning yourself as a trusted advisor.

🎯 Requirements

• 2+ years of experience in a customer-facing role, preferably within a SaaS, technology, or subscription-based business environment.
• Proven track record of managing customer renewals and consistently achieving high renewal rates (e.g., 90%+).
• Excellent communication and interpersonal skills, with demonstrated ability to build trust, negotiate effectively, and maintain strong long-term customer relationships.
• Strong organizational skills and exceptional attention to detail, capable of managing multiple concurrent renewals with precision.
• Proficiency in CRM platforms, specifically Salesforce, and advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Ability to work independently with minimal supervision while also thriving in a collaborative, fast-paced, cross-functional team environment.
• Problem-solving mindset with a proactive approach to identifying customer needs, anticipating risks, and implementing solutions before issues escalate.
• German language proficiency is a strong plus, given the EMEA focus and presence of key markets in DACH region.

🏖️ Benefits

• Competitive base salary with performance-based bonuses tied to renewal achievement and retention metrics.
• Comprehensive health, dental, and vision insurance plans for employees and dependents.
• Generous paid time off (PTO) policy, including vacation, sick leave, and company-observed holidays.
• Remote-first work flexibility, allowing you to work from anywhere in the United Kingdom with the tools and support needed to succeed.
• Professional development stipend and access to learning resources (e.g., LinkedIn Learning, industry certifications) to grow your skills in customer success, renewals, and SaaS operations.
• Equity or stock options as part of the total compensation package, aligning your success with the company’s long-term growth.
• Wellness programs, including mental health support, wellness stipends, and access to fitness or mindfulness platforms.
• Inclusive, supportive company culture rooted in Mural’s core values: care, adaptability, teamwork, and triumph through collaboration.

Skills & Technologies

Remote

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Tactivos Inc.

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About Tactivos Inc.

Tactivos Inc., operating as Mural, provides a cloud-based visual collaboration platform that enables distributed teams to brainstorm, diagram, and plan on shared digital whiteboards. The software integrates with common productivity suites, supports real-time and asynchronous work, and offers templates for design thinking, agile ceremonies, and strategic workshops. Enterprises use it to accelerate decision-making, reduce meeting time, and preserve institutional knowledge through persistent murals. Founded in 2011, the company is headquartered in San Francisco with offices in Europe and Latin America, serving Fortune 500 and educational customers worldwide.

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