Job Title

We are looking for a Sr. Risk and Renewals Operations Manager to develop and manage a world-class customer renewal and risk management operation. You will focus on operationalizing churn mitigation and renewal excellence, taking high-level risk identification and commercial strategies and converting them into scalable, automated processes. Your objective is to move the organization toward a disciplined, proactive risk management motion and optimized renewal process that protects our global recurring revenue base. u00a0 You Will- Standardize Renewal Journeys:u00a0Design and implement renewal paths based on customer value and complexity. This includes automating high-volume renewals and establishing workback schedules for enterprise-level accounts.- Systematize Risk Workflows:u00a0Architect the CRM and Gainsight workflows necessary to move the organization toward 100 percent proactive risk identification at least 90 days prior to renewal.- Manage Renewal Planning Rhythms:u00a0Develop and support the execution of renewal planning and forecasting rhythms. You will establish the recurring operational cadences needed to maintain visibility into the book of business and ensure proper accountability across Sales and Customer Success teams.- Improve Forecasting Predictability:u00a0Own the weekly aggregation and formalization of the renewals forecast. You will drive the evolution of the reporting infrastructure that provides visibility into risk aging, engagement gaps, and forecast accuracy.- Operationalize Mitigation Playbooks:u00a0Partner with leadership to design mitigation strategies. You will support the build-out of associated playbooks, enablement assets, and tracking mechanisms for the field.- Enforce Commercial Policy:u00a0Support the development of commercial contract renewal standards and oversee adherence within Customer Success. You will ensure systems and processes are optimized to maximize successful on-time customer renewal.- Continuous Process Improvement:u00a0Regularly audit and iterate on renewal processes to remove friction for our internal teams and our customers. u00a0 You Have- 7+ years of experience in Renewals Operations, Sales Operations, or Commercial Risk Management in an Enterprise SaaS environment.- Systems Thinking:u00a0Demonstrated ability to translate complex commercial policies into streamlined system workflows in Salesforce or Gainsight.- Commercial Fluency:u00a0Strong understanding of SaaS contract mechanics, including multi-year terms, uplift caps, and termination logic.- Analytical Discipline:u00a0Leverage retention data to diagnose root causes for cancellations and downgrades to design segmented, process-based mitigations.- Collaboration Skills:u00a0Experience working cross-functionally with Legal, Finance, and Sales to formalize and scale commercial processes.Current US Perks & Benefits:Medical/vision and dental coverage options for full-time employees401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)Monthly stipend to support your work and productivityFlexible Time Away Program, plus Sick Time OffUS employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plansUS employees receive 12 paid holidays per yearUp to 24 weeks of Parental LeavePersonal paid Volunteer Day to support our communityOpportunities for professional growth and development including access to Udemy online coursesCompan