Sr Director Atlas Renewals Management

Gainsight•Nashville, TN

6d•Remote

About The Position

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. We’re looking for a full-time Sr Director Atlas Renewals Management to join our Corporate Development/ Atlas reporting to the EVP & GM. This role is a remote role based in the USA. In this role, you'll play a key role in building and scaling Gainsight's AI-Native Retention-as-a-Service business by owning the full delivery operation for renewals — from standing up team structures and playbooks to managing customer relationships and driving measurable retention outcomes. This is a great opportunity for someone with a learning mindset who thrives in a fast-moving, early-stage environment and enjoys working cross-functionally with teams like Product, Engineering, Revenue Operations, Customer Success, and Sales. The ideal candidate brings strong skills in renewal operations, forecasting, and building scalable delivery models in AI-enabled environments.

Requirements

10+ years in management of renewals, customer success, or managed service delivery with direct ownership of retention and forecasting outcomes
Experience operating in AI-enabled environments, including AI agents, work automation, and human-in-the-loop workflows — OR demonstrated ability to ramp quickly into this model
Proven ability to stand up and scale operational processes in early-stage, start-up mindset or evolving environments
Strong operational discipline across service levels, forecasting, quality management, and performance accountability
Experience managing distributed or global delivery teams, including outsourced or nearshore models
Background of direct engagement with Deal Desk, Pricing, or Quoting operations managing pricing and concessions in a renewals context
Demonstrated ability to build feedback loops that improve workflows, tooling, and delivery performance — not just apply existing rules
Experience leading multi-product renewal motions across varied pricing models and contract structures

Nice To Haves

Understanding of enterprise SaaS renewals — segmentation, forecasting methodologies, and retention drivers
Understanding of how Customer Success, Sales, Product, and Finance align to drive retention outcomes

Responsibilities

Build and Run the Delivery Operation: Operate day-to-day execution of renewals across the delivery team and managed service partner, Manage capacity, coverage, and team structures across customer portfolios, Ensure delivery meets defined service levels, quality standards, and customer expectations, Translate strategy into workflows, playbooks, and execution frameworks, Continuously iterate early-stage motions into repeatable, scalable playbooks as the business grows
Own Retention Outcomes: Drive gross revenue retention across assigned portfolios, with focus on scaled long-tail renewals, Deliver consistent, data-driven renewal forecasting, Identify and resolve risks early with gap plans; establish clear escalation standards, Proactively bring action plans to customers that get ahead of known process gaps
Manage Customer Relationships: Build multi-level customer relationship maps to effectively engage with supporters and decision makers, Deliver recurring exec-level performance updates and quarterly business reviews, Continuously seek scope growth aligned with performance and capability, Influence change and improvements through best practices
Build and Develop the Team: Hire and develop Renewal Managers and frontline operators as growth scales, Establish clear accountability for performance, productivity, and outcomes, Design the internal team model that scales alongside the AI delivery layer, Maintain execution discipline across a distributed organization
Drive Operational Rigor: Leverage leading KPIs to influence lagging performance metrics, Define how work is allocated across AI agents and human operators, Standardize processes to reduce variability and improve consistency, Enforce pricing, concessions, and escalation guardrails
Partner Across Functions: Work with Product and Engineering to improve workflows, tooling, and AI agent capability, Partner with Revenue Operations on forecasting, reporting, and systems, Align with Customer Success and Sales on engagement and escalation models