Global Director of SMB Renewals

Role Overview

• Own global SMB renewal strategy across all regions, aligned to company retention and growth goals
• Build, lead, and develop a high-performing, globally distributed renewals organization
• Define coverage models, capacity planning, and segmentation for high-velocity renewals
• Establish clear KPIs, performance benchmarks, and operating cadence
• Partner closely with Global CSM leadership to align on ownership models, engagement strategy, and customer outcomes across the lifecycle
• Drive world-class gross and net retention across SMB and mid-market segments
• Own renewal forecasting accuracy and cadence in partnership with Finance and RevOps
• Lead renewal execution for short-cycle, high-volume deals with a focus on speed and scale
• Collaborate with CSM leaders to proactively identify churn risk, expansion signals, and renewal readiness
• Ensure clear handoffs and shared accountability between CSMs and Renewals teams
• Design and optimize renewal processes that balance automation and human touch
• Partner with RevOps to implement tooling, workflows, and playbooks (CRM, billing, automation)
• Align renewal and CSM processes to ensure consistent data, visibility, and customer engagement
• Drive continuous improvement through experimentation, A/B testing, and data insights
• Work in close partnership with Global CSM leadership to define engagement models, renewal timing, and escalation paths
• Partner with Rev Ops, Marketing and Sales Leadership on renewal ownership models and expansion alignment
• Champion a customer-first mindset while protecting and growing recurring revenue
• Coach leaders and frontline managers on deal strategy, negotiation, and customer outcomes
• Build a culture of accountability, operational excellence, and cross-functional collaboration

Requirements

• 8–12+ years in Renewals, Revenue Operations, Sales Operations, or Customer Success leadership
• Proven experience leading high-velocity, SMB or mid-market renewal teams at scale
• Demonstrated success partnering with Customer Success leadership in a shared-retention model
• Strong track record driving retention, forecast accuracy, and operational efficiency
• Experience working in a global, matrixed organization
• Up to 30% travel requirement

Benefits

• Competitive compensation including stock-based options
• Flexible PTO and paid holidays
• 401(k) with employer matching
• Comprehensive Health insurance package including 100% employer-paid medical coverage
• Up to 12 weeks of Parental Leave
• Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
• Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings
• Open door policy and business casual dress code