Senior Renewal Operations Manager
A
AbnormalB2B SaaS
Remote - USAFull-TimeSenior
Salary133900 - 192500 USD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- SalesforceTableauMicrosoft ExcelGoogle SheetsDatabricksLooker
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.
- 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.
Responsibilities
- 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.
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