Director, Renewals & Scaled Programs

Overview

Lead Poppulo's global renewals strategy to drive customer retention, expansion and revenue predictability, overseeing renewals performance and scalable retention motions including digital-first engagement for long-tail customers.

What you'll do

• Set and execute the global renewals vision and strategy, aligned with Poppulo's corporate and revenue objectives.
• Own global outcomes for renewal rates, churn forecasting accuracy, contract value growth and multi-year deal penetration.
• Present renewal performance, risks and insights to executive leadership and inform business planning and forecasting cycles.
• Serve as a senior escalation point for complex renewals, strategic negotiations and executive-level retention efforts.
• Lead, coach and develop global Renewals leaders and managers, with clear performance expectations and accountability.
• Provide leadership for scaled Customer Success Associates where this function falls within the role's remit, aligning renewal and customer engagement teams.
• Build leadership capability through hiring, coaching, succession planning and career development.
• Partner with Customer Success and People teams to align coverage models and team capacity with customer segmentation and growth priorities.
• Define a scalable engagement strategy for long-tail customers, combining one-to-many digital programs with targeted high-touch intervention.
• Oversee retention playbooks using customer health signals, product adoption insights, early-warning triggers and at-risk escalation paths.
• Sponsor automated customer communications, enablement campaigns, webinars and other programs that improve adoption and time-to-value.
• Measure the effectiveness of scaled engagement and translate customer feedback into improvements in retention strategy and customer experience.
• Oversee the global renewals operating model, standardizing renewal playbooks, processes and execution discipline.
• Establish governance for renewal pipeline health, churn forecasts, coverage, risk identification and performance reporting.
• Partner with Finance and Revenue Operations on ARR reporting, pricing guidelines, CRM data quality and commercial controls.
• Drive improvements in Salesforce, Customer Success platforms, dashboards, analytics and automation to increase accuracy and efficiency.
• Collaborate with Customer Success, Sales, Finance, Legal, Product, Marketing and Revenue Operations to optimize retention and renewal outcomes.
• Identify and operationalize cross-sell and upsell opportunities using customer insights and coordinated account planning.
• Support multi-year and multi-product renewal strategies that strengthen retention and revenue visibility.

What you'll need

• 10+ years of experience in SaaS or IT renewals, revenue management or Customer Success leadership, including 5+ years managing global or distributed teams.
• Proven track record of leading renewal organizations at scale, delivering strong retention, accurate forecasts and measurable contract value growth.
• Experience designing or overseeing scaled, digital-first Customer Success and retention programs, including customer segmentation and health-based engagement.
• Strong commercial judgment and executive negotiation skills, including complex renewals and multi-year agreements.
• Deep analytical acumen and working knowledge of ARR, GRR, NRR, churn and renewal pipeline management.
• Salesforce proficiency required.
• Demonstrated success driving organizational transformation, operational excellence and cross-functional alignment.
• Ability to inspire geographically distributed teams and communicate effectively with executive stakeholders.

Nice to have

• Experience with ChurnZero, Gainsight, Totango or similar platforms.

Details

• Location: Bengaluru, India.
• Work mode: Hybrid.