Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs. We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it? Role PurposeThe Team Lead of Renewals & Retention will help establish and lead Keyloop’s Renewals Desk, creating a best-in-class renewals and retention engine that protects and grows recurring revenue.This role will play a major role in helping to create the Renewal Excellence Programme, defining strategy, playbooks, governance, tooling, and KPIs — while operating as a player-coach. The successful candidate will be hands-on in executing renewals, managing risk as well as scaling & coaching the function into a predictable, KPI-driven operating model.The role is central to protecting ARR, improving Gross Revenue Retention (GRR), and embedding consistent, proactive renewal practices across the business
Key Objectives
- Protect and improve ARR through disciplined, proactive renewal execution,
- Create a repeatable, scalable renewals operating model,
- Reduce churn and renewal risk through early identification and intervention,
- Establish clear ownership and accountability for renewals across segments,
- Enable Customer Success, Sales, and Finance to operate with clarity and alignment
Key Responsibilities
- 1. Renewals Strategy & Operational Excellence:
- Help to define and own Keyloop’s end-to-end renewals strategy across customer segments
- Design and embed the Renewal Excellence Programme, including:
- Renewal motions by segment (Enterprise / Mid-Market / Velocity where applicable),
- Standardised renewal timelines, milestones, and engagement models,
- Clear handoffs between Sales, Customer Success, Finance, and Legal
- Establish renewals governance escalation paths, and decision frameworks.
- 2. Build & Lead the Renewals Desk:
- Stand up the Renewals Desk, including:
- Role definitions and capacity models
- Short-term execution plan and long-term scale design
- Act as a player-coach, personally owning and closing a subset of renewals,
- Recruit, onboard, and coach renewals managers as the function scales,
- Create a high-performance, metrics-driven renewals culture.
- 3. Playbooks, Process & Tooling:
- Create practical, execution-ready renewals playbooks covering:
- Auto-renewals vs negotiated renewals
- Risk-based renewal management
- Save plays, concession strategies, and escalation handling
- Multi-year, upsell, and price-increase scenarios
- Partner with Sales Operations / Customer Operations to define tooling, reporting, and automation
- Ensure renewals processes are simple, scalable, and consistently applied
- 4. Risk Management & Retention:
- Co-create & iterate on early-warning indicators and renewal risk scoring,
- Contribute to cross-functional renewal risk reviews and action tracking,
- Consult and inform on churn prevention motions, including save plans for at-risk accounts,
- Provide clear visibility of renewal health to ELT and functional leaders.
- 5. Performance Management & Reporting:
- Help define and own renewals KPIs, including:
- Gross Revenue Retention (GRR)
- Renewal forecast accuracy
- On-time renewal rates
- Churn and contraction drivers
- Design executive-ready reporting and dashboards,
- Use data to continuously refine renewal strategy and execution.
- 6.Cross-Functional Leadership:
- Act as the renewals authority across Sales, Customer Success, Finance, and Legal
- Clarify roles and responsibilities for renewals ownership
- Partner closely with Customer Success leadership to align value delivery and renewal readiness
- Support Sales with structured renewal execution and commercial discipline
Skills & Experience
- Essential:
- Proven experience building or leading a renewals, retention, or revenue operations function in a B2B SaaS business and complex contracts,
- Strong understanding of SaaS commercial models, contracts, and ARR dynamics,
- Demonstrated success improving GRR and reducing churn,
- Hands-on operator mindset, comfortable executing deals as well as designing process
- Experience creating playbooks, KPIs, and operational frameworks from scratch
- Strong stakeholder management and cross-functional leadership skills
- Desirable:
- Experience in multi-product or complex contract environments
- Exposure to global or multi-region renewal operations
- Familiarity with CRM, subscription management, and billing platforms
- Background in Customer Success, Commercial Operations, or Revenue Operations.
- Leadership Profile:
- Builder - can thrive in ambiguity and enjoys creating structure where little exists.
- Commercially sharp - understands when to hold firm vs when to save.
- Data-driven - uses metrics to prioritise, forecast, and improve outcomes.
- Coach - develops capability in others while maintaining high standards.
- Calm under pressure - confident handling escalations and renewal risk.
Why join us?We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way. An inclusive environment to thriveWe’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day. Be rewarded for your effortsWe believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.
We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply. 
