Sr Director Atlas Renewals Management

About the role

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.

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

Qualifications

• 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
• 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

What You'll Love About Working Here

• Our Compensation and Benefits: Starting base salary range is $200,000 – $215,000 USD annually. Eligible for commission based on performance and participation in Gainsight’s equity program.
• Comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options.
• $10,000 lifetime fertility stipend and access to coworking spaces around the globe.
• Dedicated Recharge Holidays - one long weekend each quarter to relax and reset.
• Core Values: Guided by our values and mission to be Human-First.
• Growth Opportunities: Mentoring, career development opportunities, and more.