Senior Risk & Renewal Operations Manager

Role Overview

• Standardize Renewal Journeys: Design and implement renewal paths based on customer value and complexity. This includes automating high-volume renewals and establishing workback schedules for enterprise-level accounts.
• Systematize Risk Workflows: Architect the CRM and Gainsight workflows necessary to move the organization toward 100 percent proactive risk identification at least 90 days prior to renewal.
• Manage Renewal Planning Rhythms: Develop and support the execution of renewal planning and forecasting rhythms. You will establish the recurring operational cadences needed to maintain visibility into the book of business and ensure proper accountability across Sales and Customer Success teams.
• Improve Forecasting Predictability: Own the weekly aggregation and formalization of the renewals forecast. You will drive the evolution of the reporting infrastructure that provides visibility into risk aging, engagement gaps, and forecast accuracy.
• Operationalize Mitigation Playbooks: Partner with leadership to design mitigation strategies. You will support the build-out of associated playbooks, enablement assets, and tracking mechanisms for the field.
• Enforce Commercial Policy: Support the development of commercial contract renewal standards and oversee adherence within Customer Success. You will ensure systems and processes are optimized to maximize successful on-time customer renewal.
• Continuous Process Improvement: Regularly audit and iterate on renewal processes to remove friction for our internal teams and our customers.

Requirements

• 7+ years of experience in Renewals Operations, Sales Operations, or Commercial Risk Management in an Enterprise SaaS environment.
• Demonstrated ability to translate complex commercial policies into streamlined system workflows in Salesforce or Gainsight.
• Strong understanding of SaaS contract mechanics, including multi-year terms, uplift caps, and termination logic.
• Leverage retention data to diagnose root causes for cancellations and downgrades to design segmented, process-based mitigations.
• Experience working cross-functionally with Legal, Finance, and Sales to formalize and scale commercial processes.

Benefits

• Medical/vision and dental coverage options for full-time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)