Staff Renewals Operations Manager

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.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 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.
• Strong quantitative and analytical skills.
• Systems thinking and experience using Salesforce for pipeline and renewals reporting.
• Sound commercial judgment and an understanding of renewal complexity.
• Strong cross-functional collaboration skills.
• Curiosity, sound judgment, and a bias toward action.

What We Offer

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave