Tech Stack

Description

You will architect and scale the renewal operations function from scratch, designing end-to-end processes, building dashboards and forecasting models, and partnering with leadership to drive retention and expansion. This is a high-impact builder role in a growing B2B SaaS company.

Requirements

• 8+ years of experience in Revenue, Renewal, or Customer Operations at a B2B SaaS company, with direct ownership of renewal processes.
• Strong command of Salesforce (opportunity management, reporting, dashboards, renewal pipeline configuration).
• Proven experience building renewal or retention dashboards and reporting from scratch.
• Advanced analytical skills with proficiency in Sigma, Looker, Tableau, Google Sheets/Excel, or Databricks.
• Hands-on experience with churn and expansion forecasting.
• Familiarity with Customer Success platforms (e.g., Gainsight).
• Experience designing scalable, repeatable processes in a high-growth environment.
• Strong program management skills.
• Excellent communication skills.
• Builder mentality: self-directed, comfortable with ambiguity.

Responsibilities

• Own the renewal operations lifecycle — design, document, and continuously improve processes for on-time renewals, churn reduction, and expansion opportunity.
• Build reporting and dashboarding infrastructure for CS, Renewal Management, and Finance leadership on renewal pipeline health, risk, and forecast accuracy.
• Develop and refine churn and expansion forecasting models, advising on methodology and data inputs.
• Partner with Renewal Managers to operationalize best practices around timeline management, risk escalation, and deal execution.
• Define and track renewal KPIs (gross retention, net retention, renewal rate, forecast accuracy, time-to-close) and translate data into recommendations.
• Own the quarterly quota-setting process for CSM and Renewal Manager teams, including target definition, quota allocation, and attainment reporting.
• Work cross-functionally with Sales Ops, Finance, and Data Engineering to ensure data integrity and system alignment.
• Evaluate and optimize tool stack for renewal workflows, including CRM configuration, automation, and integration.