Team Lead, Renewals
Local Measure
Job Description
Our Renewals team protects and grows our subscription base by understanding each customer’s contract, designing creative solutions, and ensuring customers renew successfully and on time.
What you'll do
As Team Lead, North America SMB Renewals (based in Mexico City), you will lead, coach, and manage a team of Renewal Representatives (also based in Mexico City) who work with North American customers to retain and grow the renewals book. This is a player‑coach role — you will also manage your own book of business to stay close to the customer experience, product changes, and the day‑to‑day challenges your team faces.
Why this role matters
You will drive retention, identify expansion opportunities, and raise the bar on renewal methodology, coaching, and execution across the region.
Your role:
Book of business management
Own retention and contraction targets for your book of business; forecast and report on renewal risk and opportunities.
Manage territory assignments and distribute accounts across the team based on region and language requirements.
People management, quality assurance, and coaching
Lead the team by defining and documenting best practices for running the renewals book of business and continuously improving the renewals methodology.
Hold weekly one‑on‑ones with each Renewal Representative to provide mentorship, negotiation guidance, and development support.
Run the team quality‑assurance program: audit calls and written communications, track QA metrics, and convert insights into targeted coaching and process improvements.
Deliver timely, constructive feedback (both formal and informal) to Renewal Representatives on a regular basis.
Serve as a trusted escalation point for teammates, partners, and customers when churn or contraction risk is identified.
Manage the full employee lifecycle through goal setting and appraisal processes (360 reviews, Workday, etc.).
Operations
Embed yourself with internal teams and become an expert in the people, processes, and customer experience for the assigned region.
Identify process, methodology, and efficiency improvements for renewals and present recommended changes to Success & Renewals leadership.
Lead cross‑functional projects that impact the broader organization, as assigned.
Recruit and onboard new team members; partner with senior leadership to evolve the onboarding experience.
Lead and present at team meetings and handle regional escalations.
You are:
Eager to accelerate your career in consultative sales or customer success, focused on value‑based customer outcomes.
A bachelor’s degree recipient or have equivalent professional experience.
Experienced (4+ years) in customer‑facing roles, including leading a team of renewals representatives.
Passionate about mentoring and coaching, with a track record of delivering timely, constructive feedback.
An excellent communicator with strong verbal, written, and interpersonal skills.
Committed to partnering with customers to drive successful renewals.
Collaborative — you partner closely with internal stakeholders to create an outstanding renewal experience.
Comfortable managing competing priorities and switching tasks smoothly.
Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
