Customer Renewals Manager, Door
More information about location
Smart lock company
Job no longer available
Smart lock company
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To deliver Building Intelligence that helps properties think ahead, reduce complexity, and quietly improve life inside.
Role
Who you are
- 3+ years of experience in SaaS renewals, subscription management, account management, or customer success — preferably with B2B or enterprise clients
- Experience working with hardware-plus-software companies, or with clients managing physical products + subscriptions (ideal but not required)
- Strong negotiation and communication skills; comfortable discussing pricing, contract terms, and value propositions with sophisticated stakeholders (e.g. property managers, building operators)
- Proven ability to forecast renewals and revenue accurately; familiarity with renewal pipelines, churn forecasting, and subscription metrics
- Excellent organizational skills: ability to manage many clients, multiple renewal dates, different contract types (hardware + software + service), and CRM records
- Analytical and data-oriented mindset: can glean insights from customer data, usage patterns, contract history, and feedback
- Comfortable collaborating across teams (Sales, Finance, Product, Customer Success) to coordinate renewals, upgrades, expansions, and contract changes
- Customer-centric approach: good at building trusting relationships, understanding client business needs, and advocating for customer success while balancing company goals
- Familiarity (or ability to learn) with tools for subscription management, CRM, contract tracking, SaaS metrics, and basic enterprise sales workflows
- Even if you don’t meet 100% of the requirements listed, or if you achieved these requirements through unconventional channels, we encourage you to apply
What the job involves
- As a Customer Renewals Manager at DOOR, you will own the end-to-end renewals process for DOOR’s subscription-based services and software packages
- Your mission: maximize customer retention, ensure timely renewals, optimize pricing and terms for both the client and DOOR, and accurately forecast renewal revenue
- You’ll be a key contributor to DOOR’s growth by helping customers continue to expand their use of DOOR’s smart-building solutions over time
- Renewal Lifecycle Management: Manage the full renewal cycle for DOOR’s SaaS subscription plans and maintenance contracts — proactively engage clients before renewal deadlines to confirm renewal readiness
- Customer Relationship & Engagement: Act as the primary renewal contact for existing property-management clients and building operators. Understand their use-cases, satisfaction with DOOR’s hardware & software, and business needs to ensure a smooth renewal process
- Pricing & Contract Negotiation: Lead renewal pricing discussions and negotiations, balancing client value (facility management savings, operational efficiencies, resident experience improvements) with DOOR’s revenue and margin objectives
- Forecasting & Pipeline Management: Maintain a renewal pipeline with visibility into upcoming renewal dates, risk levels (e.g. customer churn risk), expected renewal revenue, and potential upsell/expansion opportunities. Provide reliable forecasts and reports to leadership
- Cross-Functional Collaboration: Work closely with Sales, Customer Success, Implementation, and Finance teams to coordinate renewals, ensure contract accuracy, track hardware/software deployments, and manage workflows related to renewals, upgrades, or expansion
- Upsell & Expansion Identification: Identify opportunities where clients might benefit from expanded DOOR services or additional hardware/feature packages (e.g. upgraded smart-lock systems, additional building automation, etc.), and collaborate with Sales/CS to present those options
- Documentation & CRM Management: Keep detailed records of all renewal communications, signed contracts, pricing terms, customer feedback, and renewal history in CRM or subscription management tools
- Customer Advocacy & Value Reinforcement: Serve as a trusted advisor — understand customers’ building operations, pain points, and long-term goals; ensure renewals reinforce DOOR’s value to their portfolio
- Process Improvement: Analyze renewal successes and churns, derive insights from customer feedback and renewal data, and recommend improvements to DOOR’s renewal and retention processes
Our take
DOOR, formerly Latch, specialises in keyless entry security systems enabling property owners to operate every door to their properties from a smartphone. In addition to its core business, the company also provides software that enables the remote monitoring and operation of services inside a building, like lighting, heating and air conditioning.
The business saw rapid growth across the US, as it has partnered with some of the largest real estate developers and property managers in the country, like Alliance and AMLI. Today, one in ten new apartments in the US is built using DOOR's technology. The company has also announced its expansion into commercial office space with the launch of DOOR OS for offices.
DOOR went public in 2021 at a valuation of about $1.5 billion, but has since suffered setbacks due to its rapid growth just before a market downturn, which affected both the tech and property sectors where DOOR operates. Having conducted a large-scale restructuring and rebrand in response, as well as a leadership refresh, the company is refocusing on profitability instead of rapid expansion. It has also expanded its mission to tackle building operations and automation, as well as access.
Steph
Company Specialist at Welcome to the Jungle
Insights
-48% employee growth in 12 months
Company
Company HQ
Creve Coeur Township, Olivette, MO
Leadership
David Lillis
(CEO)Previously SVP of Finance at Latch, was the CFO for RubinBrownLLP and Mastercard and was the VIce President of WellsFargo.
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