Senior Renewals Operations Manager

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

📋 Description

• Take ownership of and enhance the entire renewal operating model, which includes workflows, handoffs, playbooks, governance, and operational cadences.

• Analyze current processes, pinpoint bottlenecks and control gaps, and create simpler, more scalable working methods.

• Spearhead cross-functional process transformations from initial discovery through to implementation, adoption, and evaluation.

• Define ownership, service expectations, documentation, and success metrics for essential renewal processes.

• Develop change-management plans that support the adoption and consistent execution of new procedures.

• Discover opportunities to automate repetitive tasks and minimize operational friction.

• Oversee the renewal reporting framework, encompassing metric definitions, data sources, reporting cadence, and data-quality standards.

• Create and sustain dashboards and reports that track renewal performance, forecast risks, churn, save potential, expansion opportunities, and execution progress.

• Provide regular operational and executive reporting that includes insights, trend analysis, risks, recommended actions, and ownership details.

• Collaborate with Finance, Data & Analytics, and business leaders to enhance forecast accuracy and confidence in renewal data.

• Transform complex datasets into actionable recommendations for account prioritization, resource allocation, and improved outcomes.

• Establish reporting controls and documentation to ensure metrics are consistent, repeatable, auditable, and reliable.

• Identify and rank AI use cases across renewals operations, reporting, forecasting, data quality, account preparation, and executive communications.

• Design AI-enabled workflows that minimize manual research, summarize account information, highlight risks, and suggest next steps.

• Utilize generative AI and automation tools to expedite analysis, reporting, documentation, and process enhancements.

• Set clear guidelines for human review, privacy, security, and data quality in AI-enabled workflows.

• Assess AI outputs for accuracy, relevance, bias, and consistency.

• Collaborate with technical and business stakeholders to test, evaluate, and scale AI solutions.

• Act as a trusted operations partner for Renewals and Customer Success leadership.

• Work alongside Sales, Finance, Product, Data & Analytics, Information Systems, and other stakeholders.

• Facilitate working sessions, requirements gathering, process evaluations, and implementation planning.

• Relay progress, decisions, risks, and business impacts to frontline teams and executive leadership.

• Maintain in-depth knowledge of systems, data, and business rules that support renewal operations.

⛳️ Requirements

• Over 5 years of experience in Renewals Operations, Revenue Operations, Customer Success Operations, Sales Operations, Business Operations, or a comparable SaaS environment.

• Proven success in leading process redesign, operational transformation, or change initiatives across various teams.

• Strong analytical and reporting skills, with the capacity to define metrics, evaluate data quality, build effective dashboards, and clearly articulate trends.

• Experience with CRM, customer success, business intelligence, or planning systems such as Salesforce, Anaplan, Gainsight, Tableau, or similar platforms.

• Hands-on experience utilizing generative AI, automation, or intelligent workflow tools to enhance analysis, reporting, productivity, or decision-making.

• Solid understanding of data governance, metric standardization, documentation, and operational controls.

• Exceptional project management, organizational, and prioritization skills, capable of handling multiple initiatives in a dynamic environment.

• Outstanding written and verbal communication abilities, with the skill to present clear and actionable recommendations to senior leaders.

• Strong problem-solving capabilities and sound judgment when dealing with ambiguous requirements, incomplete data, or competing priorities.

• Experience in a subscription, SaaS, or technology business with complex renewal processes.

• Proficiency in advanced Excel, Google Sheets, data visualization, workflow automation, or business-intelligence tools.

• Background in creating renewal forecasts, churn reporting, save-potential analysis, or executive operating reviews.

• Experience in establishing AI governance, prompt standards, evaluation methods, or human-in-the-loop review practices.

• Familiarity with Salesforce opportunity data, renewal forecasting, customer health data, and cross-functional revenue processes.

• Certifications in change management, project management, analytics, or AI-related fields.

🏝️ Benefits

• A company culture that empowers you to perform at your best.

• Employee Resource Groups that foster a sense of belonging for all.

• Regular company and team bonding activities.

• Competitive benefits and perks.

• Global volunteering and community initiatives.

• Generous PTO & Holiday Schedule.

• Parental Leave.

• Progressive Healthcare Options.

• Retirement Programs.

• Opportunities for Education Reimbursement.

• Commuter Offset (in specific locations).

• Flexible and collaborative work environment.