Manager / Senior Manager, Renewals Strategy & Operations (Scale Focus)

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The Global Renewals organization is critical to Salesforce's success, ensuring customers continue to derive value and reinvest in our platform year after year. This role sits within the Renewals Strategy & Operations team, specifically supporting our Scale segment. These segments manage a high volume of customer renewals, requiring innovative strategies, operational excellence, and highly efficient processes to drive retention and growth at scale. We partner closely with Renewals leadership, Sales, Customer Success, Finance, and BT to build and optimize the engine that powers renewals for a significant portion of our customer base.

Role Overview

As the Manager/Senior Manager, Renewals Strategy & Operations (Scale Focus), you will play a pivotal role in shaping and executing the operational strategy for our high-volume renewal segments. You will be responsible for identifying, designing, and implementing initiatives that improve renewal rates, increase operational efficiency, enhance data-driven decision-making, and enable our Scale Renewals teams to succeed. This role requires a blend of strategic thinking, analytical rigor, process expertise, and cross-functional leadership to tackle challenges related to managing renewals effectively and efficiently at scale.

Your Impact & Responsibilities:

• Strategic Planning & Analysis:

  • Partner with Renewals leadership to develop the operational roadmap and strategic priorities for the Hub & Scale segments.

  • Conduct in-depth analysis of segment performance (renewal rates, NRR, GRR, attrition, etc..) to identify trends, risks, and opportunities.

  • Model resource allocation, territory design, and capacity planning for high-volume teams.

  • Evaluate market trends and internal data to inform strategies for lower-touch and digital renewal motions.

• Process Design & Optimization for Scalability:

  • Map, analyze, and redesign core renewal processes for SMB/Scale segments to maximize efficiency and effectiveness.

  • Identify opportunities for automation, simplification, and standardization in the renewal lifecycle for smaller accounts.

  • Develop and implement strategies for digital-touch and potentially touchless Agentforce driven renewals where appropriate.

  • Serve as a change agent, driving the adoption of new processes and best practices within the Scale Renewals teams.

• Performance Management & Insights:

  • Define and manage key performance indicators (KPIs) specific to Scale Renewals performance and operational efficiency.

  • Develop and maintain dashboards and reporting (primarily using Tableau and Salesforce) to provide actionable insights to stakeholders at all levels.

  • Perform root cause analysis on performance gaps and recommend corrective actions.

  • Support forecasting processes for the Hub/Scale segments.

• Systems & Tools Enablement:

  • Partner with Business Technology (IT) to define business requirements for enhancements to tools supporting scalable renewals.

  • Champion the effective use of existing tools and technologies, identifying opportunities for better adoption or configuration.

  • Evaluate potential new technologies (e.g., AI for risk scoring, digital adoption platforms) to enhance Hub/Scale operations.

• Program Management & Cross-Functional Collaboration:

  • Lead and manage cross-functional projects aimed at improving Hub/Scale Renewals outcomes (e.g., implementing new segmentation rules, rolling out new quoting templates).

  • Collaborate closely with Sales Operations, Customer Success Operations, Finance, etc.. to ensure alignment and successful execution of initiatives.

  • Be a self-starter that is able to confidently drive projects from conception to execution in a high performance environment

Required Qualifications:

• Experience:

  • Senior Manager: 7+ years of relevant experience, including demonstrated experience leading complex, cross-functional projects or programs and influencing senior stakeholders.

  • Preferred: 3+ years of experience in management or strategy consulting (e.g., from a MBB / Big 4 consulting firm or internal corporate strategy group).

• Education: Bachelor's Degree or equivalent experience.

• Skills:

  • Strong analytical and quantitative problem-solving skills; ability to analyze complex data sets, draw conclusions, and develop actionable recommendations.

  • Proficiency in data analysis and visualization tools (Advanced Excel/Google Sheets required).

  • Deep understanding of core business operations, process improvement methodologies (e.g., Lean, Six Sigma concepts are a plus), and customer service management.

  • Excellent communication (written and verbal) and presentation skills; ability to distill complex information for executive audiences.

  • Proven ability to collaborate effectively across different functions and levels within an organization.

  • Strong organizational skills and experience managing multiple projects simultaneously.

  • Experience in SaaS Customer Service industry essential

Preferred Qualifications:

• Direct experience within a customer facing operations function.

• Experience specifically designing, implementing, or managing operations for scaled "hub" models or high-volume/SMB segments.

• Advanced degree (e.g., MBA).

• Proficiency with SQL for data extraction and analysis.

• Experience implementing or utilizing AI/automation tools within a sales or renewals context.

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