Sr. Risk & Renewal Operations Manager

The role involves developing and managing a customer renewal and risk management operation for a SaaS company, focusing on churn mitigation, renewal excellence, and proactive risk management to protect recurring revenue.

Location: Remote (US)

Salary: $112,000—$142,500 USD

Responsibilities

• Standardize Renewal Journeys: Design and implement renewal paths based on customer value and complexity, automate high-volume renewals, establish workback schedules for enterprise accounts.
• Systematize Risk Workflows: Architect CRM and Gainsight workflows for proactive risk identification at least 90 days prior to renewal.
• Manage Renewal Planning Rhythms: Develop and support renewal planning and forecasting rhythms, establish operational cadences for visibility and accountability.
• Improve Forecasting Predictability: Own weekly renewal forecast aggregation, drive reporting infrastructure evolution for risk aging, engagement gaps, and forecast accuracy.
• Operationalize Mitigation Playbooks: Partner with leadership to design mitigation strategies, support build-out of playbooks, enablement assets, and tracking mechanisms.
• Enforce Commercial Policy: Support development of renewal standards, oversee adherence within Customer Success, optimize systems and processes for successful renewals.
• Continuous Process Improvement: Regularly audit and iterate on renewal processes to remove friction for internal teams and customers.

Requirements

• 7+ years of experience in Renewals Operations, Sales Operations, or Commercial Risk Management in an Enterprise SaaS environment.
• Systems Thinking: Demonstrated ability to translate complex policies into streamlined workflows in Salesforce or Gainsight.
• Commercial Fluency: Strong understanding of SaaS contract mechanics, including multi-year terms, uplift caps, and termination logic.
• Analytical Discipline: Use retention data to diagnose root causes for cancellations and downgrades, design segmented, process-based mitigations.
• Collaboration Skills: Experience working cross-functionally with Legal, Finance, and Sales to formalize and scale commercial processes.

Benefits

• Employer subsidized medical/vision and dental coverage.
• 401k Match (50% of contribution up to 6%).
• Monthly stipend for work and productivity.
• Flexible Time Away Program, Sick Time Off.
• Life insurance, short-term and long-term disability plans.
• 12 paid holidays per year.
• Up to 24 weeks of Parental Leave.
• Personal paid Volunteer Day.
• Access to Udemy online courses.
• Company funded perks including counseling membership, retail discounts, and a Smartsheet account.
• Teleworking options from any registered location in the U.S.

Additional Information

• The role offers a competitive base salary range of $112,000—$142,500 USD for the US market, with additional incentive opportunities.
• Smartsheet promotes an inclusive environment and is an Equal Opportunity Employer.