Job DescriptionOur 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 doAs 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 mattersYou 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, p

📌 Team Lead, Renewals (Ciudad de México)
🏢 Zendesk Group
📍 Ciudad de México