About the role
The Manager, Renewals Operations reports to the VP, Customer Success and owns the day-to-day operating performance of a high-volume renewals function supporting primarily SMB and mid-market customers. This role is accountable for scaling a tech-enabled, process-driven renewals motion that protects and expands ARR through accurate, timely, and compliant execution of software renewals. This leader manages a team of Customer Renewal Associates and Analysts responsible for the end-to-end transactional renewal lifecycle—from notice through booking—across a large customer base. Success in this role requires a strong operational mindset, comfort with standardized workflows, and the ability to drive outcomes in an environment where automation, segmentation, and repeatability are critical. This is not a Customer Success role. The focus is not on relationship management or adoption strategy, but on renewal execution, risk identification, commercial governance, and throughput at scale, partnering closely with Customer Success, A/R, Sales, and Systems teams to ensure clean handoffs and predictable outcomes.