At a Glance
- Tasks: Lead complex renewal strategies and negotiate high-stakes deals with top-tier clients.
- Company: Join WalkMe, a pioneer in digital adoption and part of SAP.
- Benefits: Enjoy hybrid work, wellness perks, and professional development opportunities.
- Other info: Inclusive culture focused on diversity and employee well-being.
- Why this job: Make an impact by shaping renewal strategies for major enterprise accounts.
- Qualifications: 5+ years in B2B SaaS renewals and strong negotiation skills required.
The predicted salary is between 70000 - 90000 £ per year.
At WalkMe, now an SAP company, we’re not just the leader in digital adoption; we started the digital adoption revolution - enabling organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies working with us daily, we’re transforming how enterprises interact with their technology.
As a Senior Renewals Manager, you’ll own a strategic, high-value Book of Business and act as the senior commercial voice in our most complex renewal motions. This role goes beyond process execution: you’ll shape renewal strategy for our largest and most at-risk accounts, lead negotiations with sophisticated procurement teams, and serve as a force multiplier for the broader Renewals organization by mentoring junior managers and improving how the team operates. You’ll work cross-functionally with Customer Success, Sales, Finance, Legal, and Deal Desk — and you’ll have direct visibility with senior leadership on forecast accuracy, retention performance, and deal strategy.
What You'll Own- Own the end-to-end renewal strategy and execution for a defined Book of Business skewed toward strategic, large-ACV, and high-complexity enterprise accounts.
- Serve as the senior renewal lead on the most complex deals — multi-stakeholder negotiations, scope changes, competitive displacement threats, and contract structures requiring legal or Deal Desk escalation.
- Build and defend renewal forecasts with a high degree of accuracy; flag risk early and provide leadership with clear, data-backed course corrections rather than late-stage surprises.
- Design and negotiate multi-year subscription renewals, partnering with Account Executives and Customer Success Managers to articulate and quantify business value at the executive level.
- Lead commercial negotiations directly with client procurement and legal teams, structuring proposals, renewal rate calculations, and order forms — including exception approvals for non-standard terms.
- Act as a player-coach: mentor and upskill junior and mid-level Renewal Managers on negotiation tactics, forecasting discipline, and stakeholder management.
- Identify systemic churn and contraction risk patterns across your book and partner with Installed-Base leadership to build proactive mitigation plans, not just reactive saves.
- Partner cross-functionally with Finance, Legal, Deal Desk, and Order Management to ensure contract accuracy, data integrity, and clean handoffs from quote to booking.
- Identify and qualify upsell and cross-sell opportunities within the renewal motion, working alongside Sales to expand account value.
- Contribute to process improvement for the broader Renewals function — playbooks, deal frameworks, and forecasting methodology — and represent the team’s voice in cross-functional initiatives.
- 5+ years of B2B SaaS renewals, account management, or customer success experience, including a track record managing large, enterprise-level accounts (>£250K ACV).
- Demonstrated ability to drive renewals with predictability against gross and net retention targets, including ownership of a strategic or named-account book.
- Strong track record negotiating complex, multi-stakeholder deals — including procurement-led RFPs, competitive displacement scenarios, and non-standard contract terms — while preserving the client relationship.
- Experience mentoring or informally leading peers; comfortable acting as a go-to resource for negotiation strategy and deal structuring without formal people-management authority.
- Sharp executive presence: able to represent renewal strategy and risk directly to senior internal and client-side stakeholders.
- Extensive hands-on experience managing pipeline and forecasting in Salesforce.com.
- Superior time management and attention to detail across a high-volume, high-stakes book of business.
- Comfortable operating in a fast-paced environment while also building durable, scalable processes for the team.
This role follows a hybrid schedule: three days per week (Tuesday, Wednesday, Thursday) at the London office.
What Sets Us Apart- At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more.
- We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
- Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
- Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
- Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
- Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
- WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits.
- Our offerings are designed to support the well-being and diverse needs of our global workforce.
- WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
- WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
- Robust Retirement Contributions: Ask HR about the specific offerings for your region!
SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Senior Renewals Manager in London employer: WalkMe
WalkMe is an exceptional employer that fosters a supportive and dynamic work culture, perfect for those looking to thrive in a collaborative environment. With hybrid work flexibility and a strong emphasis on professional development, employees are empowered to grow their skills while contributing to meaningful business opportunities in the vibrant Greater London area. Join us to be part of a team that values communication, strategic thinking, and relationship-building.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Renewals Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WalkMe. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WalkMe before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Renewals Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WalkMe:Your cover letter is your chance to shine! Tell us why you want to work at WalkMe specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WalkMe!
How to prepare for a job interview at WalkMe
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
