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Salary: USD 139,200 - 235,200 / annual
GitLab is seeking a Staff Renewals Operations Manager to own the operational engine that makes renewals predictable, measurable, and efficient at scale. Reporting to the Director of CX Operations, you will serve as the Renewals team's go-to business partner for processes, tooling, forecasting, 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 will 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.
Key responsibilities include:
- Own and continuously improve the end-to-end renewal operating model, from renewal identification and assignment through risk management, quoting, close, and post-renewal data hygiene.
- Develop and improve 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 systems supporting 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, 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.
- Raise the operating standard by documenting processes, mentoring others on the renewal motion, and contributing to broader Revenue Operations initiatives.
You will work within CX Operations, partnering closely with Renewals and Customer Success leadership, Sales, Finance, Revenue Technology, and Revenue Analytics. GitLab is an all-remote, values-driven organization where documentation, iteration, and cross-functional partnership are core to how work gets done.
REQUIREMENTS:
- 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; ability to break down ambiguous problems into clear workstreams and move them forward.
- Strong quantitative and analytical skills; high proficiency in Excel or Google Sheets, ability to build and validate models from scratch, and ability to translate analysis into clear recommendations and action. SQL or equivalent data-querying tools experience preferred but not required.
- Systems thinking and experience using Salesforce for pipeline and renewals reporting. Understanding of 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.
- Sound commercial judgment and 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; ability to build trust with stakeholders at all levels and influence without direct authority.
- Curiosity, sound judgment, and bias toward action; ability to learn new domains and tools quickly, move from insight to implementation, and follow through until improvements are adopted and sustained.
