Renewal Operations Manager

Zoom • San Jose, CA

10h • Hybrid

About The Position

This role is the operational backbone of Zoom’s Renewals function, responsible for transforming how the business forecasts, interprets, and acts on renewal and churn performance across a global, multi-geo post-sales organization. You will partner directly with Data Science, Analytics, Finance, Customer Success, and Renewals leadership to refine and scale an existing forecasting framework, surface leading indicators early, and build executive-ready insights that drive clear decisions and accountable outcomes. This is a high-velocity environment where the expectation is to make an impact immediately: data ownership sits with partner teams, which means your ability to collaborate, influence without authority, and build trusted relationships is as important as your analytical depth. This is a hybrid position that requires on-site presence 2 days per week at our San Jose, CA office.

About the Team: The Retention Operations team is part of Zoom’s broader post-sales organization, which spans deployment, Customer Success, and Renewals across four global theaters, each led by geo-focused Renewals leaders. The team’s mission is to bring structure, rigor, and accountability to a Renewals function that is actively maturing: building the standardized forecasting cadence, governance, and operational infrastructure that Zoom’s scale now demands. By aligning data, tooling, and process across cross-functional partners, Retention Operations enables Renewals leadership to make faster, more confident decisions that protect and grow Zoom’s recurring revenue base.

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, with fluency in GRR, NRR, and churn metrics and experience translating those signals into bottoms-up forecasts and executive-ready insights.
• Strong business judgment with the 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 with experience building forecasts, dashboards, and executive reporting, translating complex data into clear business recommendations.
• Demonstrated ability to partner effectively across cross-functional teams including Finance, Renewals, Customer Success, Analytics, and Data Science, including in environments with challenging stakeholder groups and limited prior operational support.
• Proficiency with Salesforce and BI tools such as Tableau or Looker; experience with Clari or equivalent revenue forecasting platforms strongly preferred.
• Experience in enterprise SaaS or subscription-based tech with a track record of driving measurable improvements in forecasting accuracy, retention, or RM productivity, and the proven ability to thrive in fast-paced, ambiguous environments with minimal process infrastructure.

Responsibilities

• Own end-to-end renewals and churn forecasting, including methodology refinement, model design, reporting, and operational cadence, serving as the primary point of contact for renewals forecasting 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.
• Drive measurable improvement in forecasting accuracy as the primary lagging metric, identifying and closing gaps between early-quarter assumptions and in-quarter actuals.
• Continuously improve forecasting models in collaboration with Analytics and Data Science, incorporating leading indicators to increase accuracy, confidence, and visibility.
• Serve as a trusted advisor to Renewals leadership, developing an independent, data-backed view of business performance and constructively challenging forecast assumptions when data indicates a different outcome.
• Proactively identify and communicate material in-quarter changes based on shifts in model predictions, leading indicators, and business performance, independent of Renewal Manager (RM)-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 around renewal processes and programs, covering suspensions, account movement, deal hygiene, and end-to-end program performance tracking and optimization.
• Build executive-ready reporting and insights that clearly articulate 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, to improve prioritization and decision-making.
• Collaborate with Renewals leadership and Finance on long-range planning, capacity modeling, and target setting for the Renewals organization.
• Identify and lead process, tooling, and automation improvements that reduce manual effort, improve RM productivity, and increase operational scalability.
• Partner with Compensation and Finance on renewals compensation operations, including attainment calculations, quota setting, and payout validation.

Benefits

• Award-winning workplace culture
• Commitment to delivering happiness
• Variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health
• Support work-life balance
• Contribute to their community in meaningful ways

What This Job Offers

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