Senior Manager Renewal Strategy & Operations

Job Description

Ironclad is the #1 contract lifecycle management platform for innovative companies.  Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L’Oréal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It’s the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA. 

Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We’re a leader in the Forrester Wave for Contract Lifecycle Management. We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places to Work 2023, Forbes’ 50 Most Promising AI Companies, Wing Venture Capital's Enterprise Tech 30, and Gartner's Magic Quadrant. We work in a highly collaborative environment, and strive to foster a positive, inclusive culture.  We’re backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit www.ironcladapp.com or follow us on LinkedIn and Twitter.

As the Sr. Manager, Renewal Strategy & Operations, you will play a critical role in driving overall customer satisfaction, retention and growth by developing and executing effective renewals strategies. You will focus on enhancing operational efficiency through process optimization, data analysis, and forecasting, while fostering cross-functional collaboration to ensure a seamless customer experience. If you're a strategic thinker with a passion for driving results (GRR and NDR) and improving customer outcomes, we want you on our team!

This role reports to the Director of Customer Experience Operations under the GTM Operations organization. 

Renewal Strategy and Process Design

• Develop a holistic strategy for managing contract renewals, including policies, workflows, and escalation paths by mapping out the end-to-end renewal lifecycle to ensure every step is clear (from initial renewal reminder through to signing).

• Identify areas for continuous improvement (e.g., simplifying contract terms, automating communication touchpoints, improving install base data).

• Dive deeper into renewal and churn data to uncover underlying reasons for retention success or challenges (e.g., product adoption gaps, competitive threats, pricing structures) and provide recommendations to the business that improve GRR and NDR.

• Serve as a thought leader on renewal best practices, sharing insights across the organization to align on targets and strategies.

Forecasting and Risk Management

• Partner with Sales Leadership and Finance to refine renewal forecasting mechanics that leverage data-driven insights (e.g., customer health, engagement) and consistent processes to produce a longer-term, more accurate prediction of the health of the renewal business.

• Create and maintain accurate reports/dashboards that show renewal pipeline health, churn risk, and forecasted revenue.

• Drive visibility for at-risk renewals, ensuring timely intervention and collaboration among stakeholder teams.

• Work with GTM Leadership to develop risk mitigation strategies and contingency plans for large or strategic accounts that have complex requirements or higher churn risk.

Cross-Functional Collaboration

• Liaise with Product, Finance and GTM Leadership to streamline any changes to pricing, packaging, or terms that impact the renewal process.

• Work with Legal and Deal Desk to ensure contract compliance and to address complex or non-standard terms.

• Perform weekly, monthly and quarterly opportunity pipeline analysis, data validation and identify gaps and actions required in partnership with Sales & Finance.

• Collaborate with GTM Enablement and Sales Leadership to develop content that empowers the field to execute with high accuracy and efficiency.

Requirements 

• 8+ years in Renewals or GTM Operations (technology/subscription-based industries) with a focus on renewals strategy, analytics, and process/systems improvement.

• Proven ability to drive process improvements and optimize operational efficiency across cross-functional teams.

• Exceptional analytical, quantitative, and spreadsheet skills for forecasting and data-driven decision-making.

• Experience tackling open-ended problems, determining key questions, and leveraging data to develop actionable insights.

• Strong communication and storytelling skills, adept at distilling complex issues and presenting insights to non-analytical audiences.

• Demonstrated ability to engage stakeholders at all levels, driving consensus and alignment across functions and geographies.

• Familiarity with SaaS GTM tools such as Salesforce, Catalyst and Aviso and other relevant software (e.g., Looker, Gong, Asana). 

• Strategic mindset with a proactive approach to problem-solving, backed by excellent project management and organizational skills.
  
  Benefits:

• Health, dental, and vision insurance

• 401k

• Wellness reimbursement

• Take what you need vacation policy

• Generous parental leave for both primary and secondary caregivers

Base Salary Range: $170,000 - $200,000

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad’s competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.