Staff Renewals Operations Manager

GitLab · Full-time · Posted 4w ago

An overview of this role

As a Staff Renewals Operations Manager at GitLab, you'll help own the operational engine that makes renewals predictable, measurable, and efficient at scale. Reporting to the Director of CX Operations, you'll be the Renewals team's go-to business partner for processes, tooling, forecasting and insights, consumption and subscription data, and the steps required to quote and close a renewal. This is a senior individual contributor role with no direct reports. You'll lead through ownership and influence, connecting teams and workflows, turning ambiguous problems into clear next steps, and driving improvements that others across the revenue organization depend on.

What you'll do

Own and continuously improve the end-to-end renewal operating model; from renewal identification, assignment through risk management, quoting, through to close and post-renewal data hygiene processes.

Develop and improve the operating cadences that guide the renewal business, with a focus on efficiency and process improvement.

Define, maintain, and evolve retention reporting with cross-functional partners, including gross and net retention, churn and downgrade analysis, and the drivers behind each.

Partner with Revenue Technology, Revenue Analytics, Finance, and other stakeholders to improve Salesforce and the systems and data flows supporting customer relationship management (CRM), subscription and entitlement records, quoting, orders, billing, and reporting. Translate business needs into requirements, validate solutions, and strengthen data quality and operational controls.

Simplify and scale the renewal motion through automation, standardized workflows, alerts, playbooks, and self-service insights that reduce manual effort and improve execution consistency.

Support renewals planning and capacity management, including segmentation implementation, coverage models, productivity assumptions, capacity modeling, supporting target setting, and scenario planning.

Own and mature the Renewal Operations case-management program, including intake, triage, routing, service-level visibility, resolution, and root-cause analysis. Requests may include user migrations, de-duplication, Renewal Manager ownership changes, compensation exceptions, and Salesforce or data issues.

Raise the operating standard in your domain by documenting processes, mentoring others on how the renewal motion works, and contributing to broader Revenue Operations initiatives that need the renewals perspective.

What you'll bring

Experience in Renewals Operations, Revenue Operations, Sales Operations, management consulting, strategy, or a similar analytical and problem-solving role, with ownership of operational improvements and cross-functional initiatives.

Hands-on experience with both consumption and subscription renewal motions, including renewal forecasting, retention reporting, and the contractual and process mechanics that govern how renewals close.

Strong critical thinking and structured problem-solving skills. You can break down ambiguous problems into clear workstreams and move them forward.

Strong quantitative and analytical skills. You're highly proficient in Excel or Google Sheets, can build and validate models from scratch, and can translate analysis into clear recommendations and action. Experience with Structured Query Language (SQL) or equivalent data-querying tools is preferred, not required.

Systems thinking and experience using Salesforce for pipeline and renewals reporting. You understand how changes in one part of the go-to-market motion affect others, including how CRM, subscription or entitlement records, quoting, and billing relate to one another, and you design solutions accordingly.

Sound commercial judgment and an understanding of renewal complexity, including co-terming, amendments, expansions, downgrades, price changes, multiyear agreements, auto-renewals, procurement requirements, and approval policies.

Strong cross-functional collaboration skills. You build trust with stakeholders at all levels, including field teams and senior leadership, and influence without direct authority.

Curiosity, sound judgment, and a bias toward action. You learn new domains and tools quickly, move from insight to implementation, and follow through until improvements are adopted and sustained.

About the team

You'll work within CX Operations, partnering closely with Renewals and Customer Success leadership, Sales, Finance, Revenue Technology, and Revenue Analytics. These partnerships connect renewal execution with the processes, systems, and data that support it. In GitLab's all-remote, values-driven environment, documentation, iteration, and cross-functional partnership are core to how you'll work.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

How GitLab Supports Full-Time Employees

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.