Senior Director – Atlas Renewals Management

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

📋 Description

• Oversee the daily execution of renewals within the delivery team and managed service partner.

• Manage capacity, coverage, and team structures across various customer portfolios.

• Ensure that delivery aligns with established service levels, quality standards, and customer expectations.

• Convert strategy into workflows, playbooks, and execution frameworks.

• Continuously refine early-stage motions into repeatable and scalable playbooks as the business expands.

• Drive gross revenue retention for assigned portfolios, focusing on scaled long-tail renewals.

• Provide consistent, data-driven renewal forecasts.

• Identify and address risks early with gap plans and establish clear escalation protocols.

• Proactively present action plans to customers that address known process gaps.

• Develop multi-level customer relationship maps to engage effectively with supporters and decision-makers.

• Deliver regular executive-level performance updates and quarterly business reviews.

• Continuously pursue growth opportunities aligned with performance and capabilities.

• Influence change and enhancements through the application of best practices.

• Recruit and nurture Renewal Managers and frontline operators as growth accelerates.

• Establish clear accountability for performance, productivity, and outcomes.

• Design the internal team model that scales in conjunction with the AI delivery layer.

• Maintain execution discipline across a distributed organization.

• Utilize leading KPIs to impact lagging performance metrics.

• Define the allocation of work between AI agents and human operators.

• Standardize processes to decrease variability and enhance consistency.

• Enforce pricing, concessions, and escalation guidelines.

• Collaborate with Product and Engineering to enhance workflows, tools, and AI agent capabilities.

• Partner with Revenue Operations on forecasting, reporting, and systems.

• Align with Customer Success and Sales on engagement and escalation strategies.

⛳️ Requirements

• Over 10 years of experience in managing renewals, customer success, or managed service delivery with direct responsibility for retention and forecasting outcomes.

• Experience operating in AI-enabled environments, including AI agents, work automation, and human-in-the-loop workflows, or a proven ability to quickly adapt to this model.

• Demonstrated capacity to establish and scale operational processes in early-stage, start-up environments or evolving contexts.

• Strong operational discipline related to service levels, forecasting, quality management, and performance accountability.

• Experience managing distributed or global delivery teams, including outsourced or nearshore models.

• Background in direct engagement with Deal Desk, Pricing, or Quoting operations managing pricing and concessions within a renewals framework.

• Proven ability to build feedback loops that enhance workflows, tools, and delivery performance rather than merely applying existing rules.

• Experience leading multi-product renewal motions across diverse pricing models and contract structures.

🏝️ Benefits

• The starting base salary range for this position is $200,000 – $215,000 USD annually.

• This role is also eligible for commission based on performance and participation in Gainsight’s equity program.

• Comprehensive benefits package, including fully covered medical premiums for employee-only coverage.

• Flexible paid time off.

• 401(k) plan.

• Dental and vision coverage.

• Options for remote work.

• Additional benefits include a $10,000 lifetime fertility stipend.

• Access to coworking spaces worldwide.

• Dedicated Recharge Holidays - one long weekend each quarter to relax and reset.