Sr. Risk & Renewal Operations Manager - Central

Smartsheet

2d•Remote

About The Position

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. We are looking for a Sr. Risk and Renewals Operations Manager to develop and manage a world-class customer renewal and risk management operation. You will focus on operationalizing churn mitigation and renewal excellence, taking high-level risk identification and commercial strategies and converting them into scalable, automated processes. Your objective is to move the organization toward a disciplined, proactive risk management motion and optimized renewal process that protects our global recurring revenue base.

Requirements

7+ years of experience in Renewals Operations, Sales Operations, or Commercial Risk Management in an Enterprise SaaS environment.
Systems Thinking: Demonstrated ability to translate complex commercial policies into streamlined system workflows in Salesforce or Gainsight.
Commercial Fluency: Strong understanding of SaaS contract mechanics, including multi-year terms, uplift caps, and termination logic.
Analytical Discipline: Leverage retention data to diagnose root causes for cancellations and downgrades to design segmented, process-based mitigations.
Collaboration Skills: Experience working cross-functionally with Legal, Finance, and Sales to formalize and scale commercial processes.

Responsibilities

Standardize Renewal Journeys: Design and implement renewal paths based on customer value and complexity. This includes automating high-volume renewals and establishing workback schedules for enterprise-level accounts.
Systematize Risk Workflows: Architect the CRM and Gainsight workflows necessary to move the organization toward 100 percent proactive risk identification at least 90 days prior to renewal.
Manage Renewal Planning Rhythms: Develop and support the execution of renewal planning and forecasting rhythms. You will establish the recurring operational cadences needed to maintain visibility into the book of business and ensure proper accountability across Sales and Customer Success teams.
Improve Forecasting Predictability: Own the weekly aggregation and formalization of the renewals forecast. You will drive the evolution of the reporting infrastructure that provides visibility into risk aging, engagement gaps, and forecast accuracy.
Operationalize Mitigation Playbooks: Partner with leadership to design mitigation strategies. You will support the build-out of associated playbooks, enablement assets, and tracking mechanisms for the field.
Enforce Commercial Policy: Support the development of commercial contract renewal standards and oversee adherence within Customer Success. You will ensure systems and processes are optimized to maximize successful on-time customer renewal.
Continuous Process Improvement: Regularly audit and iterate on renewal processes to remove friction for our internal teams and our customers.

Benefits

Medical/vision and dental coverage options for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)