Job Description

Who We're Looking For



At ScalePad, we hire thoughtful builders who want their work to matter. Our roles are designed for people who thrive on driving impact, see ambiguity as an opportunity, and believe that raising the bar is a team sport.



We don't bring people in to run playbooks. We hire people who want to rewrite them. And in this role, you'll get to do that, while shaping the future of managed services for our global partners. (That's what we call our customers.)



What is ScalePad



At ScalePad, we're building more than software; we're building confidence and clarity for the people who manage the technology businesses rely on every day.



Our mission: help

MSPs evolve into MVPs (their clients' most valuable partner)

. Our tools turn them from reactive service providers into strategic advisors through a consistent, scalable Customer Success motion.

Our product suite unifies risk insights, client planning, and service delivery so MSPs can have smarter conversations, show clients their value, and grow their revenue.



But our purpose goes beyond our software. We're creating a workplace where curious, growth-minded people can do their best work, where ideas are valued, progress is shared, and everyone belongs. Together, we're creating a future where MSPs don't just keep businesses running, they help them thrive. We believe that when our partners succeed, we all do.



With offices in Vancouver, Toronto, Montreal, and Phoenix and a global-first mindset. ScalePad has grown into a category leader trusted by 12,000+ partners across 60+ countries. We've been recognized for our products and corporate culture by MSP Today, G2, and Great Place to Work(TM), to name a few.



About The Role



Are you prepared to advance your career as an Renewals Manager at ScalePad? We are seeking a dynamic individual passionate about the success of our customers and loves innovation. The Renewals Manager will be responsible for overseeing the end-to-end renewals process, ensuring high retention rates, and fostering strong relationships with existing customers. This role requires a customer-centric mindset, strong communication skills, and a proactive approach to managing renewals and growth in a fast-paced SaaS environment.



Responsibilities



Get ready to go beyond order-taking. Your strategic responsibilities include:


Manage Renewals Pipeline: Own and drive the renewals process for a portfolio of customers, ensuring timely and efficient contract renewals. Customer Relationship Management: Develop strong relationships with key stakeholders within customer organizations to ensure satisfaction, mitigate risks, and identify opportunities for upsell and cross-sell. Retention Strategy: Work closely with the Customer Success, Adoption Services, and Account Management teams to identify at-risk accounts and create tailored strategies to improve retention and reduce churn. Contract Negotiation: Collaborate with customers to negotiate renewal terms, pricing, and any necessary adjustments to contracts. Customer Advocacy: Act as a voice for the customer within the organization, ensuring that customer feedback is communicated to product and leadership teams for continuous improvement. Reporting & Analysis: Track and report on key metrics related to renewals, including renewal rates, revenue retention, and customer satisfaction. Provide insights to leadership on trends and potential risks. Cross-Functional Collaboration: Partner with Account Management, Customer Success, and Finance teams to ensure seamless renewal processes and timely execution of contracts. Onboarding & Training: Work with the Adoption Services team to ensure customers are fully onboarded, maximizing the value they get from the product to increase the likelihood of renewal.




Your Strengths and Skills



We care about what you can do more than where you've done it. However, experience in the following areas will help you hit the ground running in this role:


2+ years of experience in customer success, account management, or renewals within a B2B SaaS environment. Proven track record of managing renewals and achieving high customer retention rates. Strong communication, negotiation, and interpersonal skills. Ability to work cross-functionally and collaborate with various teams (Account Management, Product, Support, Finance). Analytical mindset with the ability to interpret data and trends to inform decision-making. Familiarity with CRM software (e.g., Salesforce, HubSpot) and Success Solutions (e.g. Gainsight). Detail-oriented, organized, and able to handle multiple priorities in a fast-paced environment.


Perks



ScalePad offers our employees a blend of purpose, growth, and genuinely great perks.

Everyone's an owner.

Share in our success through our Employee Stock Ownership Plan (ESOP) and RRSP matching.

Structured mentorship with builders.

Join opt-in mentorship programs and learn directly from founders and senior leaders who've scaled multiple SaaS ventures and spent decades in the MSP industry.

Invest in your growth every year.

Access an annual professional development budget to level up your skills, your career, and your impact.

Set yourself up with great tools.

Work with brand new, top-of-the-line hardware and equipment so you can do your best work, whether you're at home or in one of our hubs.

Modern ways of working.

Roles at ScalePad are structured as remote or hybrid, with hub locations in Vancouver, Toronto, Montreal, and Phoenix. Specific work models are outlined in each posting.

Support for hybrid life.

Receive a monthly stipend to help you create an effective hybrid or remote work environment.

Well-being and time to recharge.

Take care of yourself with 100% employer-paid benefits.


Before You Apply



This is a full-time role for those who are eligible to work in Canada or the United States. We thank all applicants for taking the time to apply, but only candidates who make it to the next stage will be contacted.

Note on AI Use

: ScalePad uses AI technology to support certain administrative aspects of our hiring process, such as transcription, note-taking, and interview documentation. These tools are strictly used to assist our team and have no influence on candidate evaluation or hiring decisions.

No recruiters, please.