Renewals Strategy & Programs Director

This is a fully remote position, open to applicants in Maine.

📋 Description

• Collaborate with Global Renewals leadership to convert business priorities into strategic initiatives, operational models, and transformation roadmaps.

• Define and enhance global renewal lifecycle milestones, workflows, engagement models, roles, and decision-making authorities.

• Create distinct renewal motions based on customer value, risk assessment, growth potential, complexity, and service cost.

• Identify obstacles to renewal performance and propose recommendations across processes, organization, data, technology, and enablement.

• Act as the main point of contact between Renewals, Sales, and Customer Success, ensuring standardized handoffs and regular interlocks.

• Develop frameworks for identifying, prioritizing, and managing renewal risks by leveraging customer health, adoption, engagement, commercial, and account signals.

• Define risk themes, intervention triggers, Save Plans, renewal strategies, and workflows from signal to action.

• Implement commercial strategies that include pricing, uplifts, discount governance, multi-year offers, and retention programs.

• Clarify the relationship between renewal and expansion efforts, including qualification criteria, ownership, engagement rules, and handoffs.

• Construct feedback loops and assess the effectiveness of risk and commercial interventions.

• Establish uniform forecasting principles, stages, definitions, and operational rhythms.

• Enhance visibility into upcoming renewals, ARR at risk, slippage, downsell, churn, and growth prospects.

• Develop performance frameworks that encompass GRR, NRR, renewal rates, forecast accuracy, risk, program effectiveness, adoption, and operational efficiency.

• Create dashboards, inspection mechanisms, and governance structures for timely intervention.

• Conduct regular interlocks with leadership from Renewals, Sales, and Revenue Operations.

• Translate renewal strategies into executable workflows, plays, milestone guides, job aids, and role-specific enablement.

• Promote adoption, coaching, reinforcement, and continual enhancement of standard practices.

• Design high-touch, assisted, digital-first, and self-service renewal motions.

• Streamline workflows, remove non-value-added tasks, and boost seller productivity.

• Advocate for automation, digital engagement, and AI-assisted capabilities.

• Define business capabilities, data, signals, workflows, and technology needs for the future-state renewal model.

• Collaborate with GTM Technology, Revenue Operations, Data Science, and capability owners on roadmaps and investment strategies.

• Establish ownership, decision rights, handoffs, and shared accountability across departmental boundaries.

• Lead cross-functional transformation projects from problem identification to implementation, adoption, measurement, and continuous improvement.

• Enhance renewal workflows within CRM and Customer Success platforms, process automation, data integrity, and contract and renewal data flow across systems.

⛳️ Requirements

• A minimum of 12 years of experience in SaaS, enterprise technology, or a similar recurring-revenue business.

• Extensive experience in Renewals, Customer Success, Revenue Operations, Sales Strategy, Sales Operations, or related GTM disciplines.

• Proven ability to translate business strategies into scalable operating models, global programs, and field execution.

• Strong comprehension of renewal lifecycle management, customer retention, renewal risks, forecasting, and recurring-revenue economics.

• Experience leading complex cross-functional transformations involving processes, data, technology, enablement, and organizational change.

• Background as a primary liaison or interlock leader between Sales, Customer Success, and Revenue Operations.

• Experience collaborating with senior leaders in Sales, Customer Success, Finance, Revenue Operations, and Technology within a complex, matrixed organization.

• Hands-on program management experience for high-complexity, strategic accounts or initiatives.

• Demonstrated people leadership experience and/or leadership of large-scale initiatives through cross-functional teams.

• Bachelor's degree is required.

• An MBA or equivalent advanced degree is a plus.

• Strategic and systems thinking coupled with a strong inclination toward practical, hands-on execution.

• Strong analytical skills and the ability to translate customer, operational, and financial signals into business decisions.

• Capable of operating effectively from executive strategy down to detailed field execution.

• Proficient in program management, transformation, change management, and stakeholder management.

• Skilled in facilitating effective cross-functional interlocks across Sales, Customer Success, and Revenue Operations.

• Familiarity with CRM, Customer Success, forecasting, and business intelligence platforms such as Salesforce, Gainsight, Clari, and related technologies.

• Understanding of AI, automation, and digital capabilities and their relevance to seller productivity and customer engagement.

• Exceptional communication, facilitation, and cross-functional influence skills at an executive level.

• Comfortable leading through influence in a fast-paced, highly matrixed global environment.

🏝️ Benefits

• Annual cash bonuses may be included.

• Stock grants may be included.

• Comprehensive benefits package.

• Health and financial benefits.

• Time away benefits.

• Everyday wellness benefits.

• In-person onboarding and/or in-person ID verification may be provided or required.