Own the renewal operations lifecycle — design, document, and continuously improve the processes that drive on-time renewals, reduce churn, and surface expansion opportunity.
Build the reporting and dash-boarding infrastructure that gives CS, Renewal Management, and Finance leadership real-time visibility into renewal pipeline health, risk, and forecast accuracy.
Develop and refine churn and expansion forecasting models, advising leadership on methodology, data inputs, and predictive signals that improve forecast confidence over time.
Partner with Renewal Managers to operationalize best practices around timeline management, risk escalation, and deal execution.
Define and track renewal KPIs (gross retention, net retention, renewal rate, forecast accuracy, time-to-close), surface trends, and translate data into recommendations.
Own the quarterly quota-setting process for the CSM and Renewal Manager teams — partner with CS and Finance leadership to define targets, allocate quotas, and maintain ongoing attainment reporting that gives managers clear visibility into individual and team performance against plan.
Work cross-functionally with Sales Ops, Finance, and Data Engineering to ensure data integrity, system alignment, and consistent definitions across the renewal pipeline.
Evaluate and optimize our tool stack to support renewal workflows, including CRM configuration, automation, and integration with CS platforms.

Requirements

8+ years of experience in Revenue, Renewal, or Customer Operations at a B2B SaaS company, with direct ownership of renewal processes.
Strong command of Salesforce (opportunity management, reporting, dashboards, renewal pipeline configuration).
Proven experience building renewal or retention dashboards and reporting from scratch — you've stood something up, not just maintained it.
Advanced analytical skills with proficiency in tools like Sigma, Looker, Tableau, Google Sheets/Excel, or Databricks; comfortable working with large datasets to identify patterns and forecast outcomes.
Hands-on experience with churn and expansion forecasting — familiar with methodologies, leading indicators, and how to improve prediction accuracy over time.
Familiarity with Customer Success platforms (e.g., Gainsight) and how they intersect with renewal workflows.
Experience designing scalable, repeatable processes in a high-growth environment where things aren't yet fully defined.
Strong program management skills with the ability to juggle multiple workstreams and drive projects to completion independently.
Excellent communication skills — able to present data-driven recommendations to senior stakeholders and influence decisions across teams.
Builder mentality: self-directed, comfortable with ambiguity, and energized by creating structure where none exists.

Benefits

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

renewal operationschurn forecastingexpansion forecastingKPI trackingdata analysisprocess designreportingdashboardsCRM configurationautomation

Soft Skills

program managementcommunicationinfluencingself-directedproblem-solvingadaptabilitycollaborationanalytical thinkingproject managementleadership