Senior Renewal Operations Manager

An overview of this role

As the Senior Renewal Operations at GitLab, you will own the operational engine behind our renewals motion. Reporting to the Senior Manager of Sales & CX Operations, you will be the person the business turns to on anything that touches renewal timing, renewal forecasting, subscription data, or the mechanics of getting a renewal quoted and closed. You will partner closely with Renewals and Customer Success leadership, Sales, Finance, and Revenue Technology to make the renewal motion predictable, measurable, and efficient at scale.

This is a senior individual contributor role. You will lead through depth of ownership and influence rather than through direct reports, setting the standard in your domain and driving work that others across the revenue organization depend on.

This is a role for a sharp, curious operator who thrives in ambiguity, connects dots across teams, and moves quickly from problem to solution. You will work in an all-remote, values-driven environment where documentation, iteration, and cross-functional partnership are core to how we work.

What you'll do

• Own the renewal forecast and the operating cadence around it, including forecast methodology, accuracy tracking, and the reviews that leadership relies on.
• Run the operational rhythm of the renewal business
• Safeguard the integrity of renewal and subscription data so that retention reporting is trusted across Sales, Customer Success, and Finance.
• Define and maintain retention reporting, including gross and net retention, churn and downgrade analysis, and the drivers behind each.
• Translate ambiguous business questions from leadership into clear problem statements, then drive them to resolution through process, reporting, or systems changes.
• Partner with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting that carry the renewal motion, writing the requirements and validating what gets built.
• Support planning cycles for the renewals organization, including segmentation, coverage models, capacity modeling, and target setting.
• Build cross-functional alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go-to-market changes that affect renewals.
• Raise the operating standard in your domain by documenting the process, mentoring others on how the motion works, and contributing to broader Revenue Operations initiatives where the renewals perspective is needed.

What you'll bring

• 5+ years of experience in Revenue Operations, Sales Operations, Renewals Operations, management consulting, strategy, or a similar analytical and problem-solving role.
• Hands-on experience with a subscription renewal motion, including renewal forecasting, retention reporting, and the contractual and process mechanics that govern how renewals close.
• Strong critical thinking and structured problem solving. You can break down ambiguous problems into clear workstreams and move them forward.
• Strong quantitative and data analysis skills. You are highly proficient in Excel or Sheets and comfortable building a model from scratch and validating your own numbers. SQL is a plus.
• Systems thinking. You understand how a change in one part of the go-to-market motion ripples through to others, including how the CRM, subscription or entitlement records, quoting, and billing relate to one another, and you design solutions accordingly.
• Fluency in the sales process and the customer journey, with a clear view of where renewals sit within it.
• Bias toward execution. You move from analysis to action quickly and follow through to outcomes that stick.
• Strong cross-functional collaboration skills. You build trust with stakeholders at all levels, including field teams and senior leadership, and influence without direct authority.
• Curiosity and aptitude to pick up new domains, tools, and concepts quickly. We care more about how you think than which specific tools you have used.
• Comfort operating in a scaling environment where not everything is defined and structure must be created.

About the team

The Sales and CX Operations team sits within the Revenue Operations function at GitLab and is responsible for the processes, data standards, and operational programs that enable our Sales, Customer Success, and Renewals teams to operate at scale.

This team works in close partnership with other Revenue Strategy & Operations teams, CX field teams, Finance, and Sales to ensure operational alignment across the full customer lifecycle. We value clear documentation, thoughtful iteration, and practical solutions that help our go-to-market teams move with confidence and clarity.