Associate Renewals Manager

Overview

An individual-contributor, tactical role managing an assigned portfolio of customer renewals to on-time closure, reporting to the Manager, Renewals and working under the direction of Senior Renewals Managers.

What you'll do

• Manage an assigned portfolio of customer renewals, tracking key dates and driving them to on-time closure.
• Have consultative conversations with customers throughout the renewal cycle to understand how they use the product and where they are headed next.
• Identify and surface expansion opportunities, such as additional seats, tiers, or modules, that come out of those conversations.
• Probe for new use cases and unmet needs within existing accounts, connecting what customers describe to relevant GitLab capabilities they aren't yet using.
• Prepare and send renewal quotes, order forms, and related documentation accurately and on schedule, structured to reflect any expansion identified.
• Analyze moderately complex renewal situations (usage trends, contract terms, pricing), escalate anything unusual to a senior team member or manager, and help mitigate any risk identified.
• Explain moderately complex renewal terms and issues to customers and internal stakeholders, working to build alignment.
• Collaborate with Sales, Customer Success, and Finance to identify expansion opportunities, resolve blockers, and keep renewals moving.
• Communicate proactively and transparently with customers and internal stakeholders, adapting to GitLab's communication framework.
• Maintain accurate, up-to-date records in the CRM/renewals system for forecasting and reporting.
• Prioritize tasks with guidance from more senior team members to drive quality, timely results.
• Contribute to team goals by working collaboratively with peer RMs.

What you'll need

• Can execute basic renewal processes independently ("basic knots") and has been introduced to more advanced scenarios ("complex knots") such as multi-year deals, upsell-attached renewals, or non-standard terms.
• Developing understanding of GitLab's way of working, values, and high-performance culture.
• Awareness of GitLab's remote work best practices.
• Growth mindset and sense of ownership, proactively seeking ways to learn and improve and taking action rather than waiting for direction.
• Strong attention to detail and organizational skills; comfortable managing many renewals at once.
• Clear written and verbal communication skills.
• Ability to follow defined processes and frameworks while flagging exceptions appropriately.
• Collaborative mindset and openness to feedback and coaching from senior teammates and manager.
• Ability to travel for events such as trainings, team offsites, customer meetings, etc.

Details

• Location: Remote, Canada; Remote, United States. Country hiring guidelines may apply.
• Base salary range for United States residents: $53,760 to $105,000 USD (excludes bonuses, equity, and benefits). Sales roles are also eligible for incentive pay targeted at up to 100% of base salary.