Renewals Manager
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Job Description
Renewals Manager managing GitLab subscription renewals, customer retention, and expansion opportunities. Preparing accurate renewal documentation and collaborating with Sales, Customer Success, and Finance.
Responsibilities:
- Manage an assigned portfolio of customer renewals, tracking key dates and driving them to on-time closure
- Conduct consultative customer conversations throughout the renewal cycle
- Identify expansion opportunities involving additional seats, tiers, or modules
- Probe for new use cases and unmet needs within existing accounts
- Prepare and send renewal quotes, order forms, and related documentation accurately and on schedule
- Analyze renewal situations involving usage trends, contract terms, and pricing; escalate unusual matters and help mitigate risks
- Explain renewal terms and issues to customers and internal stakeholders
- Collaborate with Sales, Customer Success, and Finance to identify opportunities, resolve blockers, and progress renewals
- Communicate proactively and transparently with customers and internal stakeholders
- Maintain accurate CRM/renewals-system records for forecasting and reporting
- Prioritize tasks with guidance from senior team members
- Contribute to team goals with peer Renewal Managers
Requirements:
- Can execute basic renewal processes independently and has been introduced to advanced scenarios such as multi-year deals, upsell-attached renewals, or 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
- Strong attention to detail and organizational skills; comfortable managing many renewals at once
- 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
- Ability to travel for trainings, team offsites, customer meetings, and similar events
Benefits:
- 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
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