Sr. Risk & Renewal Operations Manager
New
S
SmartsheetEnterprise SaaS
REMOTE, USAFull-TimeSenior
Salary112,000 - 142,500 USD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- SalesforceCRM
Requirements
- 7+ years of experience in Renewals Operations, Sales Operations, or Commercial Risk Management in an Enterprise SaaS environment.
- Demonstrated ability to translate complex commercial policies into streamlined system workflows in Salesforce or Gainsight.
- Strong understanding of SaaS contract mechanics, including multi-year terms, uplift caps, and termination logic.
- Analytical Discipline: Leverage retention data to diagnose root causes for cancellations and downgrades to design segmented, process-based mitigations.
- Collaboration Skills: Experience working cross-functionally with Legal, Finance, and Sales to formalize and scale commercial processes.
Responsibilities
- Design and implement renewal paths based on customer value and complexity, including automating high-volume renewals and establishing workback schedules for enterprise-level accounts.
- Architect the CRM and Gainsight workflows necessary to move the organization toward 100 percent proactive risk identification at least 90 days prior to renewal.
- Develop and support the execution of renewal planning and forecasting rhythms, establishing recurring operational cadences to maintain visibility and ensure accountability.
- Own the weekly aggregation and formalization of the renewals forecast, driving the evolution of reporting infrastructure for visibility into risk aging, engagement gaps, and forecast accuracy.
- Partner with leadership to design mitigation strategies, supporting the build-out of associated playbooks, enablement assets, and tracking mechanisms for the field.
- Support the development of commercial contract renewal standards and oversee adherence within Customer Success, ensuring optimized systems and processes for on-time customer renewal.
- Regularly audit and iterate on renewal processes to remove friction for internal teams and customers.
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