Director, Renewals Strategy & Operations

Job Purpose and Description:

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.

What You’ll Do:

• 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.

What You’ll Bring:

• 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.