Director, Renewals Strategy & Operations

The Renewals team is a critical component of our mission, ensuring customers continue to realize value and grow their relationship with us. We are seeking a Director of Renewals Strategy and Operations to act as the key strategic partner to our global renewals leadership. This is a highly cross-functional and strategic role for an individual with a strong bias towards action who can identify gaps, think critically, and mobilize resources to achieve our goals. You will be instrumental in shaping our long-term strategy, leading our annual planning processes, and breaking down objectives into a cohesive execution plan. The ideal candidate will complement our team’s operational expertise by stretching our analytical thinking and helping us better understand our customers and business drivers. A key focus of this role will be enhancing our churn forecasting efforts and pioneering the use of AI initiatives to boost employee productivity and support churn mitigation efforts.

• Act as the primary strategic operations partner to the global renewals leadership team, providing key input for operations reviews and planning conversations.
• Lead the annual planning process for the renewals organization, including building and owning capacity and resourcing models in close coordination with FP&A and leadership teams.
• Own and enhance the weekly renewal forecast process; you will be responsible for its accuracy, automation, and communication to senior management.
• Pioneer and support AI initiatives designed to enhance employee productivity, improve forecast accuracy, and develop proactive churn mitigation strategies.
• Develop and implement strategies for automating the renewal process for our long-tail customers through programs like auto-renew and self-service portals.
• Lead the renewals systems strategy in partnership with business technology (BT) teams, which includes managing a queue of enhancements and bugs, providing design input, and ensuring UAT is completed..
• Conduct ad hoc analyses to understand churn drivers, renewal trends, and other key business questions, such as competitive losses or changes in weighted term length.
• Partner with leadership to design territories and assign renewal managers accordingly.
• Help design, administer, and report on renewal commission plans and spiffs, with a vision to potentially transition some responsibilities to the incentive compensation team over time.

• 10-12+ years of experience in an operational analytics or reporting role, preferably with a focus on GTM, sales, renewals or post-sales functions.
• Significant knowledge and experience in Salesforce is required; experience with Tableau and Clari is a plus.
• An established track record of driving complex, cross-functional initiatives that result in measurable impact.
• Excellent reporting and analytical skills with a demonstrated ability to collect, assess, and present data in an actionable and insightful way.
• Structured, logical, and creative thinking with the ability to dissect a problem and iteratively test solutions.
• Strong understanding of SaaS financial and business metrics, particularly those related to renewals and churn.
• Strong verbal and written communication skills, with experience presenting clear, well-thought-out recommendations to senior management.
• Excellent organizational skills, with the ability to manage multiple concurrent projects with varying priority.
• Experience leading or heavily supporting an annual budget planning process is a plus.