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Renewals Strategy Manager

6 hours ago

Canada GitLab Full time

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. An Overview Of This Role As a Renewals Strategy Manager, you'll be a key strategic partner to GitLab's Renewal Management and Customer Success teams, turning complex data into clear decisions that improve how we retain and grow customers. You'll report to the Director of Customer Experience (CX) Strategy and own the renewal analytics and forecasting motions that give CX and Sales leaders confidence in the pipeline, clarity on churn and expansion drivers, and early warning on at-risk accounts. In your first year, you'll shape and refine global renewal forecasting processes, build and maintain renewal health scoring models, and surface actionable insights that drive measurable improvements in renewal performance and operational efficiency across our direct and channel motions. You'll work closely with Revenue Operations, Sales Operations, and IT to improve systems and automation, using tools like Salesforce, business intelligence platforms, SQL, and spreadsheets to support a data-driven, customer-first operating model. What You'll Do Analyze weekly, monthly, and quarterly renewal pipelines across direct and channel motions to surface trends, gaps, and opportunities. Drive the global renewal forecasting process, improving accuracy by integrating customer health insights and predictive analytics. Develop, refine, and maintain renewal health scoring models that highlight early risk indicators and inform intervention strategies. Translate churn attribution, expansion patterns, and renewal performance data into clear insights and action plans for Customer Success and Renewals leadership. Identify, design, and implement process improvements and automation that enhance data quality, reduce manual effort, and increase operational efficiency. Partner with Revenue Operations, Sales Operations, IT, and CX teams to improve systems, data flows, and reporting that support scalable renewals motions. Create and deliver regular business reviews, dashboards, and presentations that clearly communicate renewal performance and recommendations to senior stakeholders. Champion a data-driven culture within the Renewals organization by sharing best practices, setting analytical standards, and supporting adoption of new tools and workflows. What You'll Bring Experience in renewals, customer success, revenue operations, or strategy and analytics roles where you have supported go-to-market teams. Background driving strategic projects that improved renewal, retention, or expansion outcomes in a recurring revenue or SaaS environment. Proficiency in renewal forecasting, pipeline analysis, and business analytics, including translating data into clear business recommendations. Advanced Salesforce skills, including building complex reports, dashboards, custom report types, and calculated fields. Hands-on experience with business intelligence tools such as Tableau, Sisense, Looker, or similar platforms. Strong quantitative analysis skills using SQL and Excel or Google Sheets for data modeling, trend analysis, and performance tracking. Effective communication skills with the ability to present complex analysis to senior leadership in a clear, actionable way. Ability to influence without direct authority, manage cross-functional projects, and build collaborative relationships across teams and regions, with openness to candidates who bring transferable skills from adjacent domains. About The Team The Customer Experience Strategy team at GitLab is a small, high-impact partner to our broader Customer Experience organization, focused on steering the end-to-end customer journey from initial purchase through adoption, renewal, expansion, and advocacy. The team works across Customer Success Architects, Customer Success Managers, Customer Success Engineers, and Renewals leaders to align strategy, data, and operations, collaborating asynchronously with CX leadership and go-to-market partners in multiple regions. We own and evolve key CX frameworks such as customer journey maps, voice of customer programs, segmentation and coverage models, and CX analytics to reduce friction across touchpoints, improve customer satisfaction and retention, and scale a customer-first operating model. As a Renewals Strategy Manager, you'll sit at the intersection of this work and our Renewals organization, helping to build clearer renewal insights, more predictable forecasting, and more scalable processes that support long-term customer value. The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. How GitLab Will Support You Benefits to support your health, finances, and well-being Flexible Paid Time Off Team Member Resource Groups Equity Compensation & Employee Stock Purchase Plan Growth and Development Fund Parental leave Home office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex, national origin, age, citizenship, marital status, mental or physical disability, genetic information, or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process. #J-18808-Ljbffr