Head of Renewals & Retention

KEY RESPONSIBILITIES

• Take ownership of renewal rates and renewal revenue across software, electronic invoicing, and digital signature services.
• Develop and implement renewal strategies and customer retention initiatives to improve annual retention rates and maximize recurring revenue.
• Establish business plans, assign performance targets to individual departments, and monitor execution to ensure alignment with divisional objectives.
• Standardize renewal processes, consultation scripts, and performance measurement frameworks across departments.
• Collaborate with the Product team to develop online and self-service renewal channels while automating renewal reminders and quotation processes through CRM systems.
• Increase revenue per renewal through package upgrades, longer subscription terms, and cross‑selling additional services.

• Prepare monthly and quarterly renewal revenue forecasts and provide management reports on renewal rates, revenue retention, and potential business risks.
• Analyze customer churn and non‑renewal reasons across different customer segments.
• Collaborate with Customer Success, Product Development, and Marketing teams to identify improvement opportunities and implement initiatives to strengthen customer retention.

• Lead, manage, and coach department managers while overseeing recruitment, training, performance evaluation, and team development.
• Improve team productivity and operational efficiency by leveraging technology, automation tools, and AI‑driven solutions.
• Strengthen team capabilities and service quality to achieve sustainable renewal performance and revenue growth.

Requirements

• Bachelor's degree or higher in Business Administration, Economics, Marketing, or related fields.

• Minimum 5 years of experience in customer renewals, retention, Account Management, or Customer Success within recurring‑revenue industries such as software, telecommunications, banking, insurance, fintech, or payment services.
• At least 3 years of experience managing multi‑level teams, including direct supervision of department managers.
• Proven track record of managing team‑level revenue targets, renewal rates, or revenue retention performance.
• Demonstrated experience in increasing revenue from existing customers through upselling, cross‑selling, or other account growth initiatives.

• Strong analytical capabilities, particularly in renewal funnel analysis, customer segmentation, and revenue forecasting.
• Proficiency in CRM systems and customer lifecycle management.
• Excellent leadership, communication, and cross‑functional collaboration skills.
• Proactive mindset with a strong sense of ownership and accountability for business results.
• Willingness to travel regularly between Hanoi and Ho Chi Minh City.

• Experience in establishing or scaling customer renewal and retention teams within rapidly growing organizations.
• Hands‑on experience in developing online or self‑service renewal channels and implementing Customer Success platforms, automation tools, or AI solutions to improve operational efficiency.
• Knowledge of electronic invoicing, digital signatures, and tax requirements for household businesses.
• Understanding of retail and F&B customer segments and their business needs.

WORKING LOCATION