Subscriptions Manager
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Job Description
Subscriptions Manager at Monograph oversees renewals and subscription lifecycle management in a SaaS environment. Responsible for driving churn forecasts and aligning cross-functional teams for effective revenue strategies.
Responsibilities:
- Monitor churn daily and maintain a monthly churn forecast
- Analyze churn trends and prepare detailed quarterly retention reports identifying patterns and root causes
- Proactively identify at-risk accounts and partner with Success to execute save strategies
- Lead executive-level exit interviews for larger accounts and coordinate sponsorship outreach when appropriate
- Own renewal notices, expiring discounts, and annual subscription workflows
- Manage refund requests, credit disputes, and subscription exceptions
- Oversee conversion strategies from monthly to annual plans, including pricing and discount recommendations
- Ensure subscription data integrity across systems including Salesforce, ChurnZero, Stripe, and internal tracking tools
- Partner with Operations and Finance on pricing changes and plan increases
- Strategically assess which accounts can absorb pricing adjustments versus where retention risk requires alternative approaches
- Protect margin while balancing long-term customer value
- Partner with Sales to monitor new deals and downstream renewal implications
- Collaborate with Success to align on risk signals and re-onboarding opportunities
- Contribute to subscription process improvements across CX, Finance, and Operations
- Serve as internal subject matter expert on subscription policies and revenue processes
Requirements:
- 7+ years in SaaS renewals, retention, or subscription management
- Experience managing renewals across at least $10M+ in annual recurring revenue
- Demonstrated experience forecasting churn and driving retention strategy
- Strong analytical mindset with comfort working in CRM and customer health systems (Salesforce, ChurnZero preferred)
- Experience with billing platforms such as Stripe
- Ability to navigate sensitive revenue conversations including pricing changes, discounts, and cancellations
- Proven cross-functional operator who can influence without formal authority
- Highly detail-oriented with strong executive reporting skills
- Experience leading or mentoring team members preferred
Benefits:
- 100% premium coverage on our healthcare plans for employees and their families
- Dental & vision coverage for employees and families
- New laptop & equipment
- Wellness Stipend
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