Sr Renewal Account Manager (ASEAN)

About the role We are seeking a strategic and customer-focused Senior Renewal Account Manager to lead the expansion and retention of our customer base across the ASEAN region. This is a pivotal role that combines account management excellence with renewal strategy—driving revenue sustainability. You will own the complete renewal lifecycle, from mid-contract planning through completion, for enterprise and mid-market accounts across the ASEAN territories. Key responsibilities • Develop and execute renewal strategies that maximize NNACV while ensuring customer satisfaction and long-term partnership growth • Build and maintain deep relationships with key stakeholders across customer accounts • Collaborate with Sales, Customer Success, and Solution Consulting teams to identify upsell and expansion opportunities • Lead contract negotiations and coordinate legal and finance teams to close renewals • Create data-driven account plans using ServiceNow Renewals methodologies • Monitor account health using CSP and analytics; identify and mitigate at-risk renewals early • Forecast accurately and manage pipeline discipline across the ASEAN renewal portfolio • Represent ServiceNow at customer executive business reviews and strategic planning sessions • Mentor junior renewal managers and RAMs; share best practices and drive team performance • Drive adoption of ServiceNow Renewals methodologies, tools, and processes Required qualifications • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. • 10+ years of enterprise software account management or renewals experience • Demonstrated ability to manage complex, multi-stakeholder accounts ($1M+ ACV preferred) • Strong commercial acumen and financial metrics expertise • Excellent communication skills across all organizational levels • Experience with customer success methodologies and adoption strategies • Proficiency with CRM systems and analytics platforms • Bachelor degree in Business, Finance, or equivalent professional experience Preferred qualifications • Experience in SaaS renewals or platform consolidation • Knowledge of ServiceNow products or digital workflow market • Background in IT, Finance, or Customer Success operations • Multilingual capability (English + local ASEAN languages) • Track record of closing expansion deals within existing accounts What we look for You are a strategic partner to your customers—not a transactional renewal contact. You listen carefully, ask incisive questions, and develop tailored solutions. You balance empathy with commercial focus: you genuinely care about customer success while driving disciplined revenue growth. You thrive in ambiguity, own your outcomes, and inspire teams to do the same. You are adaptable, resilient, and energized by building long-term relationships in a dynamic, fast-growing region. What we offer This is a unique opportunity to lead renewals strategy in one of the most dynamic regions for enterprise software adoption. You will: • Own a strategic portfolio of accounts and drive measurable revenue and retention impact • Work with a world-class renewals organization committed to innovation and excellence • Access best-in-class tools and training through ServiceNow University and the Renewals Center of Excellence • Collaborate across geographies and functions in a highly cross-functional environment • Be part of a company transforming how the world works About our APAC Renewals organization The ServiceNow Renewals organization is the engine of sustainable growth and customer lo