Head of Retention and Renewals

Equifax is hiring a Head of Renewals and Retention to lead and scale our renewals function and drive predictable, durable recurring revenue growth for our Specialized Sales team. This role owns renewals strategy, execution, and outcomes across all customer segments—ensuring strong Gross Revenue Retention (GRR), high Net Revenue Retention (NRR), and an exceptional renewal experience.

Beyond retention, this role is a critical growth lever for Equifax. You will embed cross-sell and upsell motions into the renewal lifecycle, particularly as new products and capabilities are rolled out. By leveraging renewal moments as natural expansion opportunities, you will unlock incremental bookings growth while deepening customer value and platform adoption.

You will design and lead a segmented renewals motion, where renewal sales specialists fully own renewals and expansion across Equifax’s broad customer base, and partner closely with Account Executives on renewals and expansion. This role requires strong commercial judgment, operational discipline, and cross-functional leadership across Sales, Customer Success, Finance, Product, Pricing, Marketing, RevOps, and Legal.

This leader wil l work a hybrid schedule, with in-office work (Tuesday, Wednesday, and Thursday) and remote flexibility on Monday and Friday in our Clayton office in St Louis.

What you will do:

Renewals Strategy, Segmentation & Expansion

• Define and own Equifax’s renewals strategy and practice across all vertical segments.

• Design and operationalize a segmented renewal motion with clear ownership models by segment.

• Embed structured cross-sell and upsell motions into renewal workflows to drive incremental bookings and NRR.

Renewals Forecasting, Predictability & Planning

• Own monthly, quarterly, and annual forecasting for GRR and NRR, including churn, contraction, and expansion drivers.

• Provide clear, proactive visibility into renewal risk and expansion opportunities.

• Ensure renewals forecasts are fully integrated into company-wide revenue and financial planning.

Capacity, Coverage & Org Design

• Build and maintain renewals capacity models by segment, accounting for account volume, contract complexity, renewal cycle times, and expansion potential.

• Design and continuously optimize renewals coverage models, including account-to-Renewal-Manager ratios and rules of engagement with AEs.

• Partner with Finance and RevOps on headcount planning, productivity assumptions, and investment decisions.

Compensation & Incentives

• Design and evolve renewals compensation and incentive structures that balance retention, expansion, and customer experience.

• Align incentives to drive desired outcomes, including GRR, NRR, on-time renewals, and expansion bookings.

• Partner with Finance, Sales leadership, and People teams to model, implement, and govern compensation plans globally.

Product, Pricing & Feedback Loops

• Establish structured feedback loops between Renewals, Product, and Pricing using renewal data and customer insights.

• Identify patterns in churn, contraction, discounting, and expansion resistance to inform:

  • Product roadmap prioritization

  • Bundling strategy

  • Pricing, discounting, and contract term optimization

• Deliver data-driven recommendations that directly improve GRR, NRR, and customer lifetime value.

Team Leadership & Enablement

• Build, lead, and scale a high-performing global team of Renewal Sales Specialists aligned to segment-specific motions.

• Develop enablement, playbooks, and coaching frameworks that support both transactional and consultative renewal and expansion conversations.

• Establish clear performance standards, career paths, and development plans within the renewals organization.

Operational Excellence & Tooling

• Own the Enterprise vertical end-to-end design and evolution of renewals processes, ensuring they are scalable, efficient, and customer-friendly.

• Develop and operationalize automated and low-touch renewal motions at scale, particularly for SMB and Mid-Market customers.

• Define which renewals require automated, pooled, or high-touch approaches based on value, complexity, and expansion potential.

• Continuously improve renewal efficiency, cycle times, cost-to-renew, and interlock with customer success through data-driven process optimization.

What experience you need:

• 10+ years of experience in SaaS renewals, Service Contract renewals, customer success, and/or revenue operations.

• Bachelors Degree or equivalent experience 

What sets you apart:

• Proven experience building and leading a renewals organization with measurable improvements in GRR, NRR, and forecast accuracy.

• Deep expertise in renewals forecasting, capacity modeling, coverage design, and compensation structures.

• Strong commercial and negotiation skills, particularly in complex Enterprise and Strategic renewals.

• Demonstrated ability to drive cross-sell and upsell motions, especially tied to new product launches.

• Experience partnering closely with Finance, Product, Pricing, Sales, and Legal teams.

• Exceptional analytical, operational, and executive communication skills.

• Hands-on experience with Salesforce

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