Staff Renewals Operations Manager

Overview

Staff Renewals Operations Manager, a senior individual contributor role with no direct reports, reporting to the Director of CX Operations. Owns the operational engine that makes renewals predictable, measurable and efficient at scale, acting as the Renewals team's business partner for processes, tooling, forecasting, insights, consumption and subscription data, and the steps required to quote and close a renewal.

What you'll do

• Own and continuously improve the end-to-end renewal operating model, from renewal identification and assignment through risk management, quoting, close and post-renewal data hygiene.
• Develop and improve the operating cadences that guide the renewal business, with a focus on efficiency and process improvement.
• Define, maintain and evolve retention reporting with cross-functional partners, including gross and net retention, churn and downgrade analysis, and the drivers behind each.
• Partner with Revenue Technology, Revenue Analytics, Finance and other stakeholders to improve Salesforce and the systems and data flows supporting CRM, subscription and entitlement records, quoting, orders, billing and reporting.
• Translate business needs into requirements, validate solutions, and strengthen data quality and operational controls.
• Simplify and scale the renewal motion through automation, standardized workflows, alerts, playbooks and self-service insights.
• Support renewals planning and capacity management, including segmentation implementation, coverage models, productivity assumptions, capacity modeling, target setting and scenario planning.
• Own and mature the Renewal Operations case-management program, including intake, triage, routing, service-level visibility, resolution and root-cause analysis, covering requests such as user migrations, de-duplication, Renewal Manager ownership changes, compensation exceptions, and Salesforce or data issues.
• Raise the operating standard by documenting processes, mentoring others on the renewal motion, and contributing to broader Revenue Operations initiatives that need the renewals perspective.

What you'll need

• Experience in Renewals Operations, Revenue Operations, Sales Operations, management consulting, strategy, or a similar analytical and problem-solving role, with ownership of operational improvements and cross-functional initiatives.
• Hands-on experience with both consumption and subscription renewal motions, including renewal forecasting, retention reporting, and the contractual and process mechanics that govern how renewals close.
• Strong critical thinking and structured problem-solving skills; can break down ambiguous problems into clear workstreams and move them forward.
• Strong quantitative and analytical skills; highly proficient in Excel or Google Sheets, can build and validate models from scratch, and translate analysis into clear recommendations and action.
• Systems thinking and experience using Salesforce for pipeline and renewals reporting, understanding how CRM, subscription or entitlement records, quoting and billing relate to one another.
• Sound commercial judgment and an understanding of renewal complexity, including co-terming, amendments, expansions, downgrades, price changes, multiyear agreements, auto-renewals, procurement requirements and approval policies.
• Strong cross-functional collaboration skills; builds trust with stakeholders at all levels, including field teams and senior leadership, and influences without direct authority.
• Curiosity, sound judgment and a bias toward action; learns new domains and tools quickly, moves from insight to implementation, and follows through until improvements are adopted and sustained.

Nice to have

• Experience with Structured Query Language (SQL) or equivalent data-querying tools.

Details

• Location: Remote, Canada; Remote, United States.
• Base salary range for United States residents: $139,200 to $235,200 USD (base only; excludes bonuses, equity and benefits).
• Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.