GitLab

Key Objectives Include

The Renewal Analyst Team is responsible for providing forecast clarity, scoring renewal growth and retention likelihood, and developing retention action plans.

Optimize and scale the renewal management and bookings forecast process for predictability

Develop and refine renewal health to score Accounts with a high likelihood of growth

Drive renewal best practices portfolio-wide, assisting the build out of training for field team

Extract insights from renewal data and recommend tactics to improve results

Collaborate with the Customer Success Team to identify and help build out vital collateral for retention

Responsibilities

Maintain and report an accurate rolling 12+ month forecast of renewals for the global Commercial Sales Team

Build and maintain reports for key metrics such as renewal revenue, bookings, retention rate, and overall customer health

Actively engage with key sales leaders and decision-makers to identify customer requirements and uncover roadblocks to ensure on-time renewals and retention goals

Work with cross-functional teams like Product, Strategy, and Finance to champion impactful process improvement and automation for the benefit of Renewals

Develop playbooks for renewal engagement maximizing revenue retention

Own, drive, and lead the renewals process in collaboration with the sales team to ensure we hit company objectives

Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth

Improve the sales team’s effectiveness and efficiency and provide increased customer insights through data, automation, and product analytics

Proactively drive a high degree of CRM data quality by leveraging creative system solutions and delivering end-user training

Requirements

5+ years of Operations experience supporting Sales / Customer Success / Account Management teams, preferably within an Enterprise SaaS organization

3+ years of Sales or Customer Success experience

Proven track-record of increasing renewal rates

Experience implementing renewal processes and metrics

Able to teach best practices, strategies, and tactics

Strong analytical ability and able to prioritize multiple projects

Salesforce experience and knowledge of enterprise SaaS tools

Excellent problem solving, project management, interpersonal and organizational skills

Experience creating a framework for a newly created team, as well as with expanding the team when applicable

SaaS and B2B experience preferred

Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools) preferred

Interest in GitLab, and open-source software

You share our values and work by those values

Ability to use GitLab

Experience with agile/DevOps and/or SDLC process and/or tools is a plus

Performance Indicators

SMAU

CSAT

PNPS

Churn & customer retention metrics

Career Ladder

The next step in the Renewals Operations job family is not yet defined at GitLab.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

Next, candidates will be invited to schedule a first interview with the Hiring Manager

Next, candidates will be invited to interview with 2-5 Team Members

Additional details about our process can be found on our hiring page .

Compensation

Compensation information for this role can be found on our Sales Commissions handbook page. On this page, we have an overview of the standard OTE base and variable split for each Sales job family. Also listed on the page, is our quota ramp information by segment as well as our seasonality assumptions. New salespeople who join after the fiscal year may be eligible for a super commission rate which pays out at a higher rate until the ramped quota is met - watch the video on the page to learn more!

Sales compensation plans are governed by the Sales Compensation Plan terms and conditions. Some differences may apply. For any specific compensation questions, please contact your manager (current manager or hiring manager).

Remote-Global