About this role
Reports To & Team
This role reports to the Senior Director, Customer Success, and partners cross-functionally with every CSM on the team as well as Mosaic's Sales organization.
What You'll Do
• Own renewal execution for every account across Tier 1, 2, and 3, starting at the tier-specific readiness checkpoints (120 days out for Tier 1, 90 for Tier 2, 60 for Tier 3).
• Take the commercial back-and-forth off the Senior and Junior CSMs — pricing conversations, contract paperwork, and negotiation route through this role.
• Partner with Sales on pricing exceptions, multi-year terms, and contract paperwork.
• Track and report revenue reduction (downgrades, seat and module loss) at the point of renewal, feeding the portfolio-level revenue-reduction KPI.
• Maintain renewal status and forecast in Salesforce, partnering with the Senior Director on portfolio-level renewal forecasting.
• Flag at-risk renewals early to the assigned CSM and the Senior Director.
What Makes You Successful
Need to Haves
• Bachelor's degree or equivalent experience.
• 3+ years in renewals, contracts, deal desk, or sales operations, ideally in enterprise software or professional services.
• Comfortable owning commercial conversations independently — pricing, terms, and paperwork.
• Strong organizational and CRM discipline (Salesforce or comparable).
Nice to Haves
• Direct, hands-on experience with UKG, or comparable HCM/Payroll/WFM renewals, is a plus.
• Experience partnering cross-functionally with both a customer success/account-management team and a sales organization.
How You'll Be Measured
• On-time renewal rate, by tier.
• Retained / renewed ARR.
• Revenue-reduction rate at renewal.
• Renewal forecast accuracy.