Customer Renewals Manager

What is the purpose of this role?

As DOOR expands its offerings and footprint — including device subscriptions, building-wide smart-access, automation, and property-management integrations — managing renewals, pricing, and long-term customer relationships becomes critical.

What is the role?

As a Customer Renewals Manager at DOOR, you will own the end-to-end renewals process for DOOR’s subscription-based services and software packages. Your mission : maximize customer retention, ensure timely renewals, optimize pricing and terms for both the client and DOOR, and accurately forecast renewal revenue. You’ll be a key contributor to DOOR’s growth by helping customers continue to expand their use of DOOR’s smart-building solutions over time.

Who is DOOR?

DOOR (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping multifamily properties run more efficiently, grow revenue, and deliver smarter, more connected living experiences. From smart access and in-unit automation to building-wide controls, DOOR empowers owners, operators, and property teams to reduce overhead, protect asset value, and stand out in a competitive market.

We believe smarter buildings make life simpler. At DOOR, you’ll help shape a future where buildings anticipate needs, operate effortlessly, and quietly improve life for everyone inside.

What will you do?

Renewal Lifecycle Management : Manage the full renewal cycle for DOOR’s SaaS subscription plans and maintenance contracts — proactively engage clients before renewal deadlines to confirm renewal readiness. Customer Relationship & Engagement : Act as the primary renewal contact for existing property-management clients and building operators. Understand their use-cases, satisfaction with DOOR’s hardware & software, and business needs to ensure a smooth renewal process. Pricing & Contract Negotiation : Lead renewal pricing discussions and negotiations, balancing client value (facility management savings, operational efficiencies, resident experience improvements) with DOOR’s revenue and margin objectives. Forecasting & Pipeline Management : Maintain a renewal pipeline with visibility into upcoming renewal dates, risk levels (e.g. customer churn risk), expected renewal revenue, and potential upsell / expansion opportunities. Provide reliable forecasts and reports to leadership. Cross-Functional Collaboration : Work closely with Sales, Customer Success, Implementation, and Finance teams to coordinate renewals, ensure contract accuracy, track hardware / software deployments, and manage workflows related to renewals, upgrades, or expansion. Upsell & Expansion Identification : Identify opportunities where clients might benefit from expanded DOOR services or additional hardware / feature packages (e.g. upgraded smart-lock systems, additional building automation, etc.), and collaborate with Sales / CS to present those options. Documentation & CRM Management : Keep detailed records of all renewal communications, signed contracts, pricing terms, customer feedback, and renewal history in CRM or subscription management tools. Customer Advocacy & Value Reinforcement : Serve as a trusted advisor — understand customers’ building operations, pain points, and long-term goals; ensure renewals reinforce DOOR’s value to their portfolio. Process Improvement : Analyze renewal successes and churns, derive insights from customer feedback and renewal data, and recommend improvements to DOOR’s renewal and retention processes.

What do you bring to DOOR?

3+ years of experience in SaaS renewals, subscription management, account management, or customer success — preferably with B2B or enterprise clients.Experience working with hardware-plus-software companies, or with clients managing physical products + subscriptions (ideal but not required).Strong negotiation and communication skills; comfortable discussing pricing, contract terms, and value propositions with sophisticated stakeholders (e.g. property managers, building operators).Proven ability to forecast renewals and revenue accurately; familiarity with renewal pipelines, churn forecasting, and subscription metrics.Excellent organizational skills : ability to manage many clients, multiple renewal dates, different contract types (hardware + software + service), and CRM records.Analytical and data-oriented mindset : can glean insights from customer data, usage patterns, contract history, and feedback.Comfortable collaborating across teams (Sales, Finance, Product, Customer Success) to coordinate renewals, upgrades, expansions, and contract changes.Customer-centric approach : good at building trusting relationships, understanding client business needs, and advocating for customer success while balancing company goals.Familiarity (or ability to learn) with tools for subscription management, CRM, contract tracking, SaaS metrics, and basic enterprise sales workflows.

DOOR understands that job requirements sometimes exclude people who identify with historically marginalized groups from applying to jobs for which they are qualified. Even if you don’t meet 100% of the requirements listed, or if you achieved these requirements through unconventional channels, we encourage you to apply.

What is required (travel & physical requirements)?

Seeking candidates preferably located in St. Louis - Will work in office 3 days per week, 2 days from homeCandidates located outside of the St. Louis area will be expected to travel to St. Louis (DOOR Headquarters) a few times per year

What does DOOR bring to the table?

We are reimagining what a supportive workplace looks like, from the inside out. To ensure every team member feels valued, we provide competitive compensation packages that reflect your skills and contributions. We offer a comprehensive suite of benefits such as employer-sponsored health, dental, vision and life options, and generous PTO, and an all-of-you, inclusive approach to benefits :

Parental Leave DOOR provides company-supported parental leave for both primary and non-primary caregivers, along with tiered return-to-work options to support a smooth transition back to the workplace. Flexible Time Off We offer a flexible time off policy to ensure employees have the opportunity to rest, recharge, and maintain well-being—so they can bring their best selves to work. Flexible Working Days We support flexible work schedules, empowering employees to structure their workday in a way that best fits their personal and professional lives. Comprehensive Health Coverage We offer medical, dental, and vision plans with multiple coverage tiers, including the option to enroll domestic partners. Healthcare and flexible spending accounts (FSAs) are available, with employer contributions to help offset costs. Life & AD&D Insurance DOOR provides employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage. Disability Benefits We sponsor both short-term and long-term disability coverage, offering financial protection in the event of an illness or injury that prevents you from working. Retirement Planning Employees are eligible to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options to support long-term financial goals. DOOR Equipment Setup! Employees get a full setup of hardware from our home line of products as well as FREE monitoring!

Joining us means :

Having teammates all over the world in the US, Argentina, Spain and Romania.Collaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.Being encouraged to invent and innovate within your role and working in a company where calculated risk-taking is highly encouraged and thinking outside the box is a must.

We embrace diversity and strive to create an inclusive environment for all.

Attention Job Seekers : Beware of job scams!

Job scams are on the rise, and you should take steps to protect yourself in your job search. Here are some guidelines to help you stay safe if you are applying for a job with Latch or DOOR :

Communications from Latch or DOOR will always come from @latch.com or @door.com. Do not accept a job interview invitation with Latch or DOOR from anyone who does not contact you through an email that comes from @latch.com or @door.com.Latch never interviews candidates via Skype or in writing where you do not see the interviewer. All of our interviews happen either by video or in person.We  will never offer you a job based on a single conversation with someone claiming to be from our People organization. In all of our job interviews, you will always speak, by video or in person, with the hiring manager for the position.Do not share your sensitive personal information with anyone who purports to offer you a job at Latch or DOOR unless you verified that the offer is from Latch or DOOR (check email senders addresses). We will never ask you for your bank account information or your mother’s maiden name during the interview process.We will never ask you to purchase any equipment with a promise that we will reimburse you after you begin working for us.If you believe you were a victim of a job scam, you may report it to the FBI : https : / / www.ic3.gov / .

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