Renewals Manager
Manages the full renewal lifecycle for a portfolio of B2B SaaS customers, including forecasting, negotiations, retention, and expansion opportunities. The role requires strong CRM and spreadsheet skills, commercial judgment, and cross-functional collaboration with Sales, Customer Success, Finance, Legal, and Product.
About the job
Responsibilities
- Own the end-to-end renewal lifecycle for an assigned portfolio of customer contracts, from early engagement through signed agreement.
- Develop and execute account-level renewal strategies that protect recurring revenue and reduce customer churn.
- Prepare renewal proposals, pricing quotes, and contract documentation in line with customer needs and internal guidelines.
- Lead commercial and contractual negotiations with customer stakeholders, managing pricing discussions, terms, and timelines.
- Identify and qualify upsell and cross-sell opportunities in partnership with Sales and Customer Success.
- Monitor customer health, usage, and satisfaction signals to surface at-risk renewals early and drive mitigation plans.
- Maintain accurate renewal pipeline, forecasts, and activity tracking in CRM and related systems.
- Collaborate with Sales, Customer Success, Finance, Legal, and Product teams to remove obstacles and ensure timely renewals.
Requirements
- Experience owning an end-to-end renewal motion for subscription or SaaS contracts, including forecasting, negotiation, and closing.
- Background in B2B subscription-based businesses with a track record of meeting or exceeding renewal and retention goals.
- Experience managing a portfolio of renewal accounts at scale.
- Proficiency with CRM platforms such as Salesforce or HubSpot.
- Strong Excel or Google Sheets skills for analysis and reporting.
- Ability to build productive relationships with customer stakeholders, navigate complex procurement processes, and lead commercial discussions.
- Experience partnering with Sales, Customer Success, Finance, and Legal to structure renewals, address adoption gaps, and manage contract terms.
- Ability to identify renewal risks early using customer health and usage data and develop mitigation plans.
- Openness to learning GitLab’s platform and processes; transferable experience from renewals, account management, sales, or customer success is welcomed.
Compensation and Benefits
- Flexible paid time off.
- Team member resource groups.
- Equity compensation and employee stock purchase plan.
- Growth and development fund.
- Parental leave.
- Home office support.
- Sales roles are eligible for incentive pay targeted at up to 100% of offered base salary.
Skills
SaaS, B2B Subscriptions, Salesforce, HubSpot, Excel, Google Sheets, CRM, Contract Negotiation, Customer Health Analytics, Renewal Forecasting
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