Senior Renewal Operations Manager

An overview of this role

As Senior 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.