At a glance
- Workplace
- Remote
- Location
- Remote Ireland · Ireland
About the role
- The Renewals Manager is an individual-contributor, tactical role focused on timely, accurate execution and managing an assigned portfolio of customer renewals.
- The role works under the general direction of senior team members and managers, collaborating with Sales, Customer Success, and Finance to protect and grow recurring revenue.
Responsibilities
- Manage an assigned portfolio of customer renewals tracking key dates and driving them to on-time closure.
- Have real, consultative conversations with customers throughout the renewal cycle to understand how they're actually using the product and where they're headed next.
- Identify and surface expansion opportunities — additional seats, tiers, or modules — that come out of those conversations.
- Probe for new use cases and unmet needs within existing accounts, connecting what customers describe to relevant GitLab capabilities they aren't yet using.
- Prepare and send renewal quotes, order forms, and related documentation accurately and on schedule, structuring them to reflect any expansion identified.
- Analyze moderately complex renewal situations by reviewing existing account factors, escalating anything unusual to a senior team member or manager and helping to mitigate any risk identified.
- Explain moderately complex renewal terms and issues to customers and internal stakeholders, working to build alignment.
- Collaborate with Sales, Customer Success, and Finance to help identify expansion opportunities, resolve blockers and keep renewals moving.
- Communicate proactively and transparently with customers and internal stakeholders, adapting to GitLab's communication framework.
- Maintain accurate, up-to-date records in the CRM/renewals system for forecasting and reporting.
Requirements
- Can execute basic renewal processes independently and has been introduced to more advanced scenarios such as multi-year deals, upsell-attached renewals, or non-standard terms.
- Developing understanding of GitLab's way of working, values, and high-performance culture.
- Awareness of GitLab's remote work best practices.
- Growth mindset and sense of ownership — proactively seeks out ways to learn and improve, and takes action rather than waiting for direction.
- Strong attention to detail and organizational skills; comfortable managing many renewals at once.
- Clear written and verbal communication skills.
- Ability to follow defined processes and frameworks while flagging exceptions appropriately.
- Collaborative mindset and openness to feedback and coaching from senior teammates and manager.
- The ability to travel for events such as trainings, team offsites, customer meetings, etc.
Benefits
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support
Workplace
- Remote Ireland; Ireland location.
- All-remote, asynchronous environment.
Skills
- CRM
