Description
GitLab is seeking a Senior Renewals Manager to own renewal planning and execution for public sector customers. The ideal candidate will develop renewal strategies, forecast outcomes, and coordinate with Sales and Customer Success to address risks and support long-term customer relationships.
Responsibilities:
- Own the renewal process for a portfolio of public sector customers, developing account-level strategies and coordinating renewal activities from planning through completion.
- Collaborate closely with public sector Sales and Customer Success teams to align on renewal plans, address customer risks, and ensure seamless renewal experiences.
- Monitor customer health and adoption data to forecast renewal opportunities accurately.
- Execute outreach campaigns through established sequences, personalizing communications to maintain strong customer relationships and drive on-time renewals.
- Drive customer retention and timely renewals, taking ownership of renewal risks and coordinating actions to resolve them.
Requirements:
- Experience owning customer renewal strategies, managing competing priorities, and improving renewal processes.
- Experience working in a collaborative, customer-facing environment where you coordinate with multiple internal teams to support renewal forecasting and customer retention.
- Familiarity with CRM and customer success tools such as Salesforce and Gainsight, and the ability to interpret customer health and adoption data to inform renewal strategies.
- Strong communication skills with confidence to engage in business conversations and deliver excellent customer experiences.
- Demonstrated discipline in time and project management, with the ability to prioritize outreach and renewal activities effectively.
- Openness to learning and adapting, with a coachable mindset and willingness to implement feedback for continuous improvement.
- Customer-centric approach with high empathy, focused on building long-term relationships and driving customer satisfaction.
Benefits:
- 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