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GitLab is the intelligent orchestration platform for DevSecOps, trusted by more than 50% of the Fortune 100. This role is an individual-contributor position focused on managing a portfolio of customer renewals end-to-end while building skills to handle increasingly complex accounts.
You will own an assigned book of customer renewals, driving them to timely closure while following established playbooks. Key responsibilities include:
- Manage renewal portfolios, tracking key dates and ensuring on-time closure
- Conduct consultative conversations with customers to understand product usage and future direction
- Identify and surface expansion opportunities (additional seats, tiers, modules) from customer conversations
- Probe for new use cases and unmet needs, connecting customer needs to relevant GitLab capabilities
- Prepare and send renewal quotes, order forms, and documentation accurately and on schedule
- Analyze moderately complex renewal situations (usage trends, contract terms, pricing) and escalate unusual cases to senior team members
- Explain renewal terms and issues to customers and internal stakeholders
- Collaborate with Sales, Customer Success, and Finance to identify expansion opportunities and resolve blockers
- Maintain accurate CRM/renewals system records for forecasting and reporting
- Communicate proactively with customers and internal stakeholders
- Contribute to team goals through peer collaboration
This is a tactical role focused on execution rather than strategic decision-making. You will work under the general direction of Senior Renewals Managers and your direct manager, with solutions reviewed by more senior team members. The role reports to the Manager, Renewals.
GitLab embraces AI as a core productivity multiplier, with all team members expected to incorporate AI into daily workflows. The company operates with a high-performance culture driven by its values and continuous knowledge exchange.
REQUIREMENTS:
- Can execute basic renewal processes independently and has been introduced to more advanced scenarios (multi-year deals, upsell-attached renewals, non-standard terms)
- Developing understanding of GitLab's way of working, values, and high-performance culture
- Awareness of GitLab's remote work best practices
- Growth mindset and sense of ownership; proactively seeks ways to learn and improve
- Strong attention to detail and organizational skills; comfortable managing multiple renewals simultaneously
- Clear written and verbal communication skills
- Ability to follow defined processes and frameworks while flagging exceptions appropriately
- Collaborative mindset and openness to feedback and coaching
- Full working rights in India, based in India
- Able to work ANZ & Asia timezones
