Customer Renewals Manager

Location: Adelaide or Melbourne, Australia Who Are We? About Airlock Digital: Airlock Digital is a global leader in application control and allowlisting. We seek to empower every organization to run only what they trust and operate free from malware and ransomware. With rapid growth across Australia, North America, and EMEA. We are committed to our core values, respect, determination, and integrity. We support a diverse and expanding global customer base. At Airlock, we pride ourselves on being a team of humble, collaborative, and driven professionals who support one another and share a passion for cybersecurity. What We Are Looking For: We are seeking a Customer Renewals Manager to own and optimize the high-volume renewal motion across our Scale customer segment. This role is responsible for driving on-time renewals, minimizing churn, and identifying expansion opportunities through a combination of data-driven prioritization, programmatic outreach, and targeted customer engagement. Key Responsibilities: Renewal Ownership (High-Volume Portfolio) Manage a large book of business of Scale customers with responsibility for on-time renewals and retention targets Execute end-to-end renewal workflows, including quoting, pricing alignment, and contract execution Maintain accurate renewal forecasts, commit calls, and pipeline hygiene Programmatic & Scaled Execution Drive renewals through automated and semi-automated touchpoints (email cadences, in-app notifications, partner channels) Segment accounts based on risk, ARR, and expansion potential to prioritize engagement Continuously optimize renewal playbooks, timing, and messaging to improve conversion rates Churn Risk Identification & Mitigation Monitor leading indicators such as product usage, support tickets, and billing friction Intervene selectively on at-risk accounts with targeted outreach or escalation Expansion & Commercial Growth Identify and execute expansion opportunities (seat growth, additional capabilities, multi-year terms) Partner with Sales on higher-value expansion plays Cross-Functional Collaboration Partner with Customer Success, Sales, and RevOps to align on renewals and improvements Operational Excellence Track GRR, NRR, churn, and renewal rates Improve automation and efficiency in renewal processes Required Skills & Qualifications: 2–5 years in renewals, CS, AM, or sales in SaaS Experience with high-volume accounts Strong negotiation and communication skills Familiarity with HubSpot or similar tools What We Offer: We don’t think money is everything, but we know it is an important part of your decision to apply for a role. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws. Flexible Work Environment, Hybrid or Remote – Time Off - Paid Volunteering Time - Birthday Leave - Paid parental Leaves - Home Office Allowance Our Commitment: We believe in supporting our team members both personally and professionally. Named one of the Australia’s Greatest Places to Work and 5th best technology company for 2025, we value flexibility, trust, and a work environment that empowers our team to do their best work. We will be assessing applications as they come in, so we encourage you to send your resume through to us as soon as possible. All official job offers from our company are extended directly by our recruitment team and will be sent through an official BambooHR document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a National Police Check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. No contact from recruitment agencies, thank you.