About the role
Superhuman offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs. About Superhuman Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Superhuman Docs’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here . The Opportunity As a CS Operations Manager, Renewals Programs , you will own the end-to-end operational infrastructure behind Superhuman’s renewal motion. You will design the programs, processes, and tooling that make renewals consistent, measurable, and scalable across every segment of our business. This is a generalist CS Operations Manager role with renewals as your primary and immediate area of ownership. You will be expected to own your own tool configuration and bring the operational self-sufficiency to execute without a systems team behind you. In this role, you will: Build and own the auto-renew program for eligible accounts: eligibility criteria by segment, workflow configuration, exception handling, and ongoing monitoring Design, configure, and iterate on renewal email cadences in Outreach: timing logic, segment-specific messaging, and performance tracking in coordination with Lifecycle Marketing Define and operationalize segment-specific renewal strategies across SMB, CMM, and ENT: escalation thresholds, CSM involvement triggers, and differentiated renewal motions by account type Own partner renewal operations: process design, accountability tracking, and exception management for channel partner renewal flows Maintain the renewal playbook, escalation paths, and exception decision framework across all segments Support renewal forecasting accuracy in partnership with CS Analytics: close date hygiene, renewal category field maintenance, and pipeline data quality Act as the primary CS Ops point of contact for renewal-related work across Sales, Lifecycle Marketing, Finance, and the GTM tools team
