Senior Director, Global Renewal Center of Excellence

Role Overview

• Own and continuously improve the global renewal operating model, including renewal playbooks, role clarity, process standards, and best practices.
• Establish scalable frameworks that enable consistent renewal execution across regions while supporting local business requirements.
• Foster a culture of operational excellence, continuous improvement, and data-driven decision-making across the renewal organization.
• Lead optimization of renewal lifecycle processes, customer engagement models, workflow governance, and cross-functional handoffs.
• Drive adoption of digital customer success capabilities, automation, Gainsight Renewal Center (RHC), and AI-enabled renewal workflows.
• Partner with operationally driven teams to improve efficiency, reduce manual effort, and enhance the customer experience.
• Define and govern operational KPI standards, reporting frameworks, forecasting inputs, and renewal performance visibility.
• Establish renewal risk frameworks and predictive analytics capabilities that help identify and address retention risks proactively.
• Partner with Renewal Management, Customer Success, and Finance leaders to provide actionable insights, retention analysis, and operational recommendations.
• Lead global renewal governance, including the Renewal Excellence Council, QBR framework, and operational review cadence.
• Drive alignment across Renewal Management, Customer Success, Sales, Finance, Revenue Operations, and Shared Services on renewal processes and standards.
• Translate operational and customer insights into recommendations that improve renewal effectiveness and organizational performance.
• Lead strategic initiatives focused on automation, digital engagement, process optimization, and operational scalability.

Requirements

• 12+ years of experience in SaaS renewals, customer success operations, revenue operations, sales operations, or related functions.
• Proven success designing and scaling global operating models, renewal programs, or centers of excellence across multiple regions.
• Strong knowledge of subscription business models, retention metrics (ARR, NRR, GRR), and platforms such as Salesforce, Gainsight, and related customer lifecycle technologies.

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments