Director, Renewal Operations

Emburse•Dallas, TX

About The Position

This is a high-impact leadership position responsible for the operational strategy, systems, analytics, governance, and execution framework supporting the company's global renewal business. The role acts as the lead architect for renewal infrastructure, designing workflows, technical systems, and governance models dedicated to maximizing both Gross and Net Revenue Retention. The Director serves as the operational owner of the renewal engine, providing direct management to the Renewals Operations Managers. This role ensures scalable processes, data integrity, forecasting rigor, automation, and cross-functional alignment for a $300M+ ARR SaaS business. The Director will lead strategic initiatives that reduce revenue leakage, improve renewal velocity, strengthen customer retention, and support long-term growth objectives.

Requirements

Bachelor’s degree in Business, Operations, Information Systems, Finance, or related field preferred (or equivalent experience)
10–15 years in SaaS Revenue Operations, Customer Success Operations, Renewals Operations, or related commercial operations functions
Minimum of 5 years directing multi-layered teams, including the management of people leaders and senior operational contributors.
Comprehensive mastery of core SaaS metrics including ARR, NRR, and GRR, alongside experience overseeing sophisticated enterprise-level contracts.
Proven track record of spearheading large-scale technical transformations utilizing Salesforce, CPQ ecosystems, and automated billing infrastructure.
Expert capability in distilling complex BI insights from platforms like Tableau or Power BI into executive reporting and corporate strategy.
Exceptional executive presence and stakeholder management skills, with the ability to lead through influence across matrixed organizations.
Background in process improvement methodologies (Lean, Six Sigma, or equivalent) and experience designing internal controls for financial/renewal flows.
Expert problem-solver: structured approach to root cause analysis, remediation planning, and prevention.
Excellent written and verbal communicator; able to create executive summaries and technical documentation.
Product-minded: able to partner with Product/Engineering to define requirements for durable operational solutions.
Self-starter who thrives in ambiguity and can prioritize work that delivers the highest business value.

Nice To Haves

Experience with spend-management or travel & expense platforms or finance-facing SaaS is a plus.
Advanced analytics skills — SQL, Looker/Tableau/Power BI, Python/R (preferred for more advanced automation/analysis).
Background in process improvement methodologies (Lean, Six Sigma, or equivalent) and experience designing controls for finance/renewal flows.
Experience with spend-management, travel & expense platforms, or finance-facing SaaS is a distinct plus.

Responsibilities

Formulates multi-year operational roadmaps and playbooks for the renewals division.
Serves as executive sponsor for high-visibility programs, including billing integrity and SLA governance, to ensure successful execution across the team.
Directs the architecture and optimization of sophisticated renewal workflows to scale across all global market segments and contract types.
Partners with the Head of Renewals to develop and implement with Business Systems scalable processes, tooling, and automation that streamline the long-tail renewals motion, improve operational efficiency, and support consistent execution at scale.
Cultivates strategic partnerships with Sales, Product, Finance, and Legal leadership to drive contract standardization and institutional risk mitigation.
Establishes pricing governance frameworks and serves as the final decision-maker for complex enterprise billing and contractual exceptions.
Maintains high-level accountability for the precision of the renewal pipeline, implementing rigorous inspection cadences and executive reporting standards.
Leads the architecting of automation initiatives within the Salesforce ecosystem to eliminate manual overhead through technical workflows and CPQ enhancements.
Converts sophisticated BI data and SQL analysis into actionable corporate strategies by identifying root causes for churn and contraction.
Assumes accountability for segment margin health, focusing on the large-scale reduction of revenue leakage across the renewal engine.
Provides direct mentorship and management to people leaders, instituting department-wide KPIs and professional performance standards.
Architects global succession planning and talent development to foster a data-driven culture and operational excellence across all levels.