Retention Specialist

At Pathlock, we redefine how organizations safeguard access, enforce controls, and maintain compliance across their business-critical applications. As a leader in Identity Governance, Access Controls, and Application Security, we help enterprises streamline audits, reduce risk, and automate compliance using advanced governance and GRC capabilities. Our mission is to simplify and modernize the way organizations manage controls - empowering them to achieve continuous compliance with less manual effort, stronger oversight, and greater confidence. Position Overview We are seeking a Revenue Retention Specialist, with strong expertise in customer retention and renewals. This individual will excel in executing a program for retaining and converting customers from perpetual to subscription licensing, as well as from legacy on-prem software solutions to best-in-class SaaS offerings. The Revenue Retention Specialist, will serve as a liaison to customers, guiding them through a programmatic licensing and product conversion process. This individual will execute on a centralized, high-performing renewal function, efficiently and effectively executing renewals, uplifts and legacy licensing/product transitions by partnering with customer operations team members, Finance, Sales and any impacted CSM or TAM on forecasting, handoffs and contracts. Key Responsibilities Customer Retention (Priority #1) Renewal Management: Own renewal outcomes for assigned portfolio ensuring contract continuations and revenue retention Risk Assessment: Monitor customer health, usage patterns, and satisfaction to identify at‑risk renewals Retention Conversations: Conduct renewal discussions, address customer concerns, and negotiate contract terms within established parameters Churn Prevention: Develop and execute retention strategies for customers showing signs of non‑renewal risk Strategic Conversions (Priority #2) Pathlock Native to Cloud Transitions: Identify and develop opportunities to migrate customers from Pathlock Native to Pathlock Cloud platform Opportunity Resurrection: Re‑engage dormant Pathlock Cloud opportunities where CSMs have lost momentum Demo Facilitation: Attend and coordinate product demonstrations to build customer momentum for cloud adoption AE Partnership: Identify qualified conversion opportunities and hand off to Account Executives for commercial discussions while maintaining coordination role Subscription Transitions (Priority #3) Perpetual to Subscription: Convert perpetual license customers to subscription models during renewal cycles Value Positioning: Present subscription benefits and work with customers to understand long‑term cost advantages Contract Structure: Coordinate with finance and legal teams to structure subscription agreements Legacy Product Management CSI/QSoft Conversions: Drive mandatory conversions from end‑of‑life products (CSI, QSoft) to supported platforms Timeline Coordination: Ensure conversion timelines align with customer renewal dates and implementation capabilities Customer Communication: Manage customer expectations around product deprecation and migration requirements Process Management & Documentation Salesforce Maintenance: Update opportunity stages, customer interactions, and conversion progress Success Metrics Tracking: Monitor conversion rates, deal velocity, and revenue impact by conversion type Playbook Development: Document successful conversion approaches and customer objection handling Cross‑team Communication: Coordinate with CSMs, AEs, and finance team throughout conversion process Data Management & Reporting Performance Analytics: Track retention rates and conversion success Forecasting: Provide accurate renewal and conversion forecasting for financial planning and resource allocation Process Optimization: Continuously analyze and improve renewal processes based on data insights and team feedback Primary Performance Indicators Primary: Retention Rate: Dollar and percentage retention of assigned renewal portfolio (target: meet/exceed industry standards) Secondary: Conversion Revenue: Dollar value of Pathlock Native to Cloud conversions (uncapped variable compensation) Tertiary: Subscription Transitions: Revenue from perpetual‑to‑subscription conversions Customer Engagement: Response rates and meeting completion for renewal discussions Pipeline Management: Conversion opportunity identification and successful AE handoffs Qualifications & Experience Experience CSM Experience: 2+ years in customer success or account management role with SaaS renewal experience Sales Acumen: Demonstrated ability to identify, develop, and coordinate sales opportunities Customer Recovery: Proven track record of re‑engaging difficult or stalled customer relationships Fluent German language proficiency (reading, writing, and speaking) is mandatory. Ability to communicate confidently with German‑speaking enterprise customers throughout the renewal and retention lifecycle. Skills Technical & Business Skills Technical Understanding: Familiarity with legacy enterprise software and cloud migration concepts, SaaS renewal processes, customer success principles, and subscription business models Excellent Communication and Collaboration Skills: Experience working closely with sales teams and managing handoff processes, participating in executive reporting Meeting Management: Comfortable conducting ~5 customer meetings per week with demo coordination Proficiency with Salesforce, renewal management tools, and business intelligence platforms Preferred (but not required) Skills Experience with Pathlock or GRC products (CSI, Security Weaver, Pathlock Native, Pathlock Cloud, SAP GRC, etc.) Background in enterprise software conversions or migrations Track record of exceeding quota or conversion targets in similar role Strong understanding of subscription vs. perpetual licensing models Industry & Domain Expertise Experience with enterprise software renewals and complex B2B customer relationships Understanding of product conversion/migration challenges in enterprise environments Background in quota‑carrying or revenue‑generating roles preferred Familiarity with GRC, security, or compliance software markets advantageous Soft Skills Strong client‑facing presence. Analytical problem‑solving. Highly organized and experienced managing multiple project responsibilities. Why Pathlock? Impact: Execute a revenue‑critical function with company‑wide impact. Innovation: Work with leading‑edge governance technology. Career Growth: Ideal for CSMs and Revenue Operations individuals looking for experience in leading teams and building cross‑departmental transition programs for fast‑growing SaaS organization. Culture: Collaborative and customer‑centric. #J-18808-Ljbffr