Renewal Operations Manager

Zoom • San Jose, CA

5d • $97,600 - $225,700 • Hybrid

About The Position

The Renewal Operations Manager is the operational backbone of Zoom’s Renewals function, responsible for improving how the business forecasts, interprets, and acts on renewal and churn performance across a global, multi-geo post-sales organization. The role partners with Data Science, Analytics, Finance, Customer Success, and Renewals leadership to refine and scale forecasting, identify leading indicators, and develop executive-ready insights that support decisions and accountable outcomes. It requires strong collaboration and influence in an environment where data ownership resides with partner teams.

The position is part of the Retention Operations team, which supports Zoom’s post-sales organization across deployment, Customer Success, and Renewals in four global theaters. The team builds standardized forecasting cadence, governance, and operational infrastructure, aligning data, tools, and processes to help Renewals leadership protect and grow recurring revenue. This is a hybrid role requiring on-site presence two days per week at the San Jose, California office.

Requirements

• 8+ years in RevOps, SalesOps, RenewalOps, or RetentionOps, with demonstrated ownership of forecasting and business performance in a recurring-revenue environment.
• Proven ownership of renewals or retention forecasting methodology.
• Fluency in GRR, NRR, and churn metrics, and experience translating those signals into bottoms-up forecasts and executive-ready insights.
• Strong business judgment and ability to develop an independent, data-backed point of view, constructively challenge assumptions, and influence senior leaders across Renewals, Finance, and Customer Success.
• Strong analytical skills and experience building forecasts, dashboards, and executive reporting and translating complex data into clear business recommendations.
• Demonstrated ability to partner effectively across Finance, Renewals, Customer Success, Analytics, and Data Science, including with challenging stakeholder groups and limited prior operational support.
• Proficiency with Salesforce and BI tools such as Tableau or Looker.
• Experience in enterprise SaaS or subscription-based technology and a track record of driving measurable improvements in forecasting accuracy, retention, or Renewal Manager productivity.
• Ability to thrive in fast-paced, ambiguous environments with minimal process infrastructure.

Nice To Haves

• Experience with Clari or an equivalent revenue forecasting platform is strongly preferred.

Responsibilities

• Own end-to-end renewals and churn forecasting, including methodology refinement, model design, reporting, and operational cadence, in partnership with FP&A and Renewals leadership.
• Establish quarterly and half-year churn and renewals forecasts by synthesizing predictive models, historical performance, business signals, and field inputs into a bottoms-up, account- and product-level outlook.
• Improve forecasting accuracy by identifying and closing gaps between early-quarter assumptions and in-quarter actuals.
• Improve forecasting models with Analytics and Data Science, incorporating leading indicators to increase accuracy, confidence, and visibility.
• Advise Renewals leadership with an independent, data-backed view of performance and constructively challenge forecast assumptions when the data suggests a different outcome.
• Identify and communicate material in-quarter changes based on model predictions, leading indicators, and business performance, independently of Renewal Manager-reported line of sight.
• Drive cross-functional alignment across Renewals, Customer Success, Sales, and Finance on forecast assumptions, account ownership, renewal timing, risks, and execution.
• Establish governance for renewal processes and programs, including suspensions, account movement, deal hygiene, and end-to-end program performance tracking and optimization.
• Build executive-ready reporting and insights explaining forecast movement, churn and contraction risk, key drivers, forecast gaps, and required actions.
• Partner with Analytics and Data Science to evolve predictive capabilities, including churn-risk and renewal-opportunity scoring.
• Collaborate with Renewals leadership and Finance on long-range planning, capacity modeling, and Renewals organization target setting.
• Lead process, tooling, and automation improvements that reduce manual work, improve Renewal Manager productivity, and increase operational scalability.
• Partner with Compensation and Finance on renewals compensation operations, including attainment calculations, quota setting, and payout validation.

Benefits

• The benefits program offers a variety of perks, benefits, and options intended to support employees’ physical, mental, emotional, and financial health, work-life balance, and community involvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed