Job Description Summary

As Director, Renewals Account Management (RAM), you will play a critical role in the company’s transition to an ARR driven business model. You will be accountable for building and leading a global Renewals Account Management function that protects and grows recurring revenue, improves forecast accuracy, and delivers a consistent, value driven renewal experience for customers.
This role owns the renewals operating model end to end: organization, processes, data, systems, and cross functional collaboration. You will partner closely with Sales, Customer Success, Channel Management, Finance, IT/SFDC, and RevOps to establish renewals as a strategic lifecycle motion rather than a transactional event. The role sits within Commercial Operations (Comm Ops) and is a core pillar of the evolving RevOps model.

Job Description

Key Responsibilities

Renewals Strategy & Ownership

• Own the global renewal strategy for in‑scope software offerings, managing renewals as an ARR portfolio with accountability for GRR, churn mitigation, renewal rate, and forecast accuracy.
• Define and execute the target operating model for Renewals Account Management, aligned to the company’s ARR and RevOps transformation.
• Ensure renewals transition from reactive, transactional execution to proactive, lifecycle‑driven engagement.

Team Leadership & Organizational Build

• Build, lead, and develop the RAM organization, including hiring, onboarding, role definition, and capacity modeling across regions and tiers.
• Provide strong people leadership, coaching, and performance management, fostering a collaborative, customer‑centric, and data‑driven team culture.
• Define progression paths (RAM → Senior RAM) and partner with HR on performance and incentive frameworks.

Process, Playbooks & Continuous Improvement

• Lead Kaizen and continuous improvement initiatives to design, standardize, and evolve the end‑to‑end renewals lifecycle.
• Own the Renewals Playbook, including tiering, cadence, RACI, exception handling, lifecycle motions, and best practices.
• Drive consistency globally while allowing for controlled regional flexibility where required.

RAM Ops, Data & Systems Enablement

• Support and prioritize RAM Ops activities (located in Advisory team), ensuring high‑quality renewals reporting, metrics, and data governance.
• Own the interim “Working SSOT” for renewals and guide the transition to SFDC‑native processes and dashboards as the system of record.
• Partner with IT/SFDC, Finance, and RevOps to define ARR metrics (GRR, NRR, churn, forecast accuracy), dashboards, and forecasting rhythms.
• Ensure renewals data, installed base, entitlements, and documentation are reliably captured and accessible.

Cross‑Functional Collaboration

• Establish and maintain a clear collaboration model (“triangle”) with Sales, CSM, and Channel Managers, ensuring aligned ownership without role conflict.
• Act as the primary renewals interface to Sales leadership, CSM leadership, Channel Management, M&S Renewals (O2C), Finance, Legal, and IT.
• Drive structured engagement on Tier 1 and at‑risk renewals, including escalation management and executive visibility where needed.

Expansion & Customer Experience

• Enable systematic identification of expansion opportunities aligned to renewals, partnering with Sales and Marketing while avoiding compensation conflict.
• Ensure renewals become a positive, value‑driven customer touchpoint that improves trust, satisfaction, and long‑term retention.
• Sponsor QBR participation and lifecycle review motions for strategic accounts.

Forecasting, Governance & Executive Communication

• Own the renewals forecast pipeline and ensure high‑confidence renewal and ARR visibility for leadership and Finance.
• Chair or participate in renewals governance forums (e.g., Renewals SteerCo) to drive decision‑making, risk resolution, and prioritization.
• Present renewals performance, risks, and insights to senior and executive leadership.

Compliance & Standards

• Ensure adherence to Comm Ops policies, renewals processes, and data governance standards.
• Identify opportunities to simplify and improve tools, templates, and workflows while maintaining commercial rigor and integrity.

Required Qualifications

• 15+ years of experience in commercial operations, renewals, deal management, sales operations, or revenue operations within a B2B software or SaaS environment.
• Proven experience building or transforming post‑sales commercial functions (renewals, RevOps, deal operations, or similar).
• Strong understanding of ARR business models, renewals economics, forecasting, and key SaaS metrics (GRR, NRR, churn).
• Experience leading global, cross‑functional teams and influencing senior stakeholders across Sales, Finance, Legal, and IT.
• Bachelor’s degree required; Master’s degree or equivalent commercial/business experience preferred.

Desired Characteristics

• Strong executive presence and ability to communicate clearly at all organizational levels.
• Highly structured thinker with the ability to translate strategy into execution.
• Data‑driven, analytically strong, and comfortable operating with imperfect data while building toward maturity.
• Demonstrated ability to lead through change, ambiguity, and transformation.
• Comfortable balancing hands‑on execution with leadership and prioritization of others’ work.
• Proven ability to drive alignment and trust across Sales‑adjacent functions.
• Continuous improvement mindset; experience with Lean / Kaizen methodologies is a strong plus.
• High integrity, strong ownership mentality, and customer‑first mindset.

Additional Information