As a high-impact leadership position, the Director of Renewal Operations is responsible for the operational strategy, systems, analytics, governance, and execution framework supporting the company's global renewal business This role acts as the lead architect for renewal infrastructure, designing workflows, technical systems, and governance models dedicated to maximizing both Gross and Net Revenue Retention.
The Director serves as the operational owner of the renewal engine, providing direct management to the Renewals Operations Managers. Ensuring scalable processes, data integrity, forecasting rigor, automation, and cross-functional alignment for a $300M+ ARR SaaS business. The Director will lead strategic initiatives that reduce revenue leakage, improve renewal velocity, strengthen customer retention, and support long-term growth objectives
Essential FunctionsStrategic Program Governance & Process Architecture- Operational Strategy: Formulates multi-year operational roadmaps and playbooks for the renewals division.
- Program Oversight: Serves as executive sponsor for high-visibility programs, including billing integrity and SLA governance, to ensure successful execution across the team.
- Process Standardization: Directs the architecture and optimization of sophisticated renewal workflows to scale across all global market segments and contract types.
- Renewals Optimization: Partners with the Head of Renewals to develop and implement with Business Systems scalable processes, tooling, and automation that streamline the long-tail renewals motion, improve operational efficiency, and support consistent execution at scale.
- Cross-Functional Alignment: Cultivates strategic partnerships with Sales, Product, Finance, and Legal leadership to drive contract standardization and institutional risk mitigation.
- Escalations & Exception Guardrails: Establishes pricing governance frameworks and serves as the final decision-maker for complex enterprise billing and contractual exceptions.
Technology Infrastructure & Advanced Analytics- Forecasting Excellence: Maintains high-level accountability for the precision of the renewal pipeline, implementing rigorous inspection cadences and executive reporting standards.
- Tech Stack Strategy: Leads the architecting of automation initiatives within the Salesforce ecosystem to eliminate manual overhead through technical workflows and CPQ enhancements.
- Data Synthesis & Insights: Converts sophisticated BI data and SQL analysis into actionable corporate strategies by identifying root causes for churn and contraction.
- Financial Health: Assumes accountability for segment margin health, focusing on the large-scale reduction of revenue leakage across the renewal engine.
Team Leadership & Department Scaling- Multi-Layer Leadership: Provides direct mentorship and management to people leaders, instituting department-wide KPIs and professional performance standards.
- Talent Strategy: Architect global succession planning and talent development to foster a data-driven culture and operational excellence across all levels.
Education & ExperienceEducation:- Bachelor's degree in Business, Operations, Information Systems, Finance, or related field preferred (or equivalent experience)
Required Experience:- Professional Background: 10-15 years in SaaS Revenue Operations, Customer Success Operations, Renewals Operations, or related commercial operations functions
- Management Proficiency: Minimum of 5 years directing multi-layered teams, including the management of people leaders and senior operational contributors.
- Commercial Domain Expertise: Comprehensive mastery of core SaaS metrics including ARR, NRR, and GRR, alongside experience overseeing sophisticated enterprise-level contracts.
- Systemic Architecture: Proven track record of spearheading large-scale technical transformations utilizing Salesforce, CPQ ecosystems, and automated billing infrastructure.
- Strategic Data Synthesis: Expert capability in distilling complex BI insights from platforms like Tableau or Power BI into executive reporting and corporate strategy.
Preferred Experience:- Experience with spend-management or travel & expense platforms or finance-facing SaaS is a plus.
- Advanced analytics skills - SQL, Looker/Tableau/Power BI, Python/R (preferred for more advanced automation/analysis).
- Background in process improvement methodologies (Lean, Six Sigma, or equivalent) and experience designing controls for finance/renewal flows.
Additional Skills- Exceptional executive presence and stakeholder management skills, with the ability to lead through influence across matrixed organizations.
- Background in process improvement methodologies (Lean, Six Sigma, or equivalent) and experience designing internal controls for financial/renewal flows.
- Experience with spend-management, travel & expense platforms, or finance-facing SaaS is a distinct plus.
- Expert problem-solver: structured approach to root cause analysis, remediation planning, and prevention.
- Excellent written and verbal communicator; able to create executive summaries and technical documentation.
- Product-minded: able to partner with Product/Engineering to define requirements for durable operational solutions.
- Self-starter who thrives in ambiguity and can prioritize work that delivers the highest business value.
