Senior Renewals Operations Manager

The Renewal Operations Manager will report to the Senior Director Customer Care Operations and will interact with the Renewals team, Operations team, Finance and Customer Success team on a daily basis.

Job Summary:

The Renewal Operations Manager is responsible for managing and optimizing the renewal processes within the company. This role involves analyzing data, building predictive analytics tools, forecasting renewal rates, identifying opportunities for process improvements, and ensuring timely and accurate renewals. The Renewal Operations Analyst works closely with sales, finance, IT and customer success teams to maximize customer retention and revenue.

Key Responsibilities:

• Data Analysis and Reporting:
• Analyze renewal data to identify trends, patterns, and insights.
• Create and maintain reports and dashboards to track renewal performance and key metrics.
• Provide actionable insights to improve bookings, revenue, renewal rates and reduce customer churn.
• Work cross-functionally to build predictive-analytics and early warning churn tools.
• Renewal Process Management:
• Manage and optimize the end-to-end renewal process to ensure efficiency and accuracy.
• Develop, document and implement standardized global processes and playbooks for renewals.
• Coordinate with sales, finance, and customer success teams to ensure timely renewals.
• Forecasting, Planning, Compensation:
• Forecast renewal rates and revenue, providing regular updates to senior management.
• Manages operational cadences: weekly forecast, Quarterly Business Reviews and annual planning
• Identify potential risks and opportunities in the renewal pipeline.
• Develop strategies with Renewal leadership to mitigate churn and maximize customer growth and expansion.
• Work closely with Finance and renewal sales leaders to build and plan annual renewal budgets. 

• Continuous Improvement:
• Identify areas for process improvement and implement changes to enhance efficiency and accuracy.
• Represent renewals organization in cross-functional meetings with IT, Finance, DMT to ensure proposed changes consider renewals interests.
• Lead or participate in projects aimed at improving renewal operations, employee and customer experience.
• Partner with the Compensation team on commissions and comp plan design  and management.
• Provide enablement to renewal sales team on systems, system updates and process changes related to Product, Pricing, IT, DMT, finance and commissions. 
• Stay updated on industry best practices and trends in customer retention and renewals.

Qualifications:

• Education:
• Bachelor’s degree in Business Administration, Finance, Data Analytics, or a related field.
• Experience:
• 5+ years of experience in a similar role, preferably in a SaaS or subscription-based business.
• Proven experience in data analysis, reporting, and process optimization.
• Skills:
• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau).
• Excellent organizational and project management skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Detail-oriented with a high degree of accuracy.
• Proactive style and strong ability to work without direction with influencing and execution capabilities
• Preferred Qualifications:
• Experience with Salesforce and Clari or other sales forecasting tools.
• Knowledge of subscription billing systems.
• Familiarity with customer success and retention strategies

Base Hiring Range: 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.