Senior Renewals Manager, Public Sector

GitLab

23h•Remote

About The Position

As a Senior Renewals Manager at GitLab, you will own renewal planning and execution for public sector customers. You will develop renewal strategies, forecast outcomes, and coordinate with Sales and Customer Success to address risks and support long-term customer relationships. You will also improve renewal workflows to provide customers with seamless continuity using GitLab's platform. The role includes implementing automated outreach sequences to engage customers throughout the renewal lifecycle and enhancing customer experience by integrating adoption data and personalized communications into renewal processes. The Renewals team manages the end-to-end renewal process for a large customer portfolio and focuses on customer retention and growth. Its mission is to support long-term customer success through data-driven insights and close collaboration with Customer Success and Sales teams. The team works in a global, asynchronous environment and uses Salesforce, Gainsight, and Gong to coordinate its work and maintain customer satisfaction.

Requirements

Experience owning customer renewal strategies, managing competing priorities, and improving renewal processes.
Experience in a collaborative, customer-facing environment coordinating with multiple internal teams to support renewal forecasting and customer retention.
Familiarity with CRM and customer success tools such as Salesforce and Gainsight.
Ability to interpret customer health and adoption data to inform renewal strategies.
Strong communication skills and confidence engaging in business conversations and delivering excellent customer experiences.
Discipline in time and project management, with the ability to prioritize outreach and renewal activities effectively.
Openness to learning and adapting, a coachable mindset, and willingness to implement feedback for continuous improvement.
A customer-centric, empathetic approach focused on building long-term relationships and driving customer satisfaction.

Responsibilities

Own the renewal process for a portfolio of public sector customers, developing account-level strategies and coordinating renewal activities from planning through completion.
Collaborate with public sector Sales and Customer Success teams to align on renewal plans, address customer risks, and support seamless renewal experiences.
Monitor customer health and adoption data to forecast renewal opportunities accurately.
Execute outreach campaigns through established sequences, personalizing communications to maintain customer relationships and drive on-time renewals.
Drive customer retention and timely renewals by taking ownership of renewal risks and coordinating actions to resolve them.
Improve renewal workflows, including automated outreach and the integration of adoption data and personalized communications.