Senior Manager, Global Renewals

Job Summary The Senior Manager of Global Renewals is responsible for driving customer retention and revenue predictability through world-class renewals execution. This role oversees a global team of Renewals Managers, ensuring consistent delivery against churn forecasts, renewal rate targets, contract value growth programs, and multi-year deal (MYD) penetration goals. Success in this position requires a balance of strategic leadership, operational excellence, and people development to maximize customer lifetime value while supporting Poppulo’s growth strategy.
Primary Responsibilities Global Leadership & Strategy
Partner with the VP of Customer Operations Strategy & Transformation to execute global renewals strategy, with a clear focus on:
Churn forecasting accuracy (owning the number)
Renewal rate achievement against AOP targets
Contract Value Growth across customer segments
Multi-year deal penetration to improve retention and revenue visibility

Lead the global team in delivering a standardized, scalable methodology for renewals and continuously evolve best practices
Provide weekly renewal forecast updates with clear commentary on risks, upside, and recovery plans
Act as an escalation point for high-risk renewals, complex negotiations, and senior-level customer discussions
Collaborate cross-functionally with Customer Success, Sales, Finance, and Legal to align on renewal motions and commercial strategies
Represent Renewals in leadership forums, presenting insights and progress on churn, renewal, and contract value growth initiatives
Lead, coach, and mentor a global team of Renewals Managers to consistently meet and exceed KPIs
Foster a high-performance culture, instilling accountability for forecast accuracy, timely renewal closure, and contract value growth execution
Build capability in the team to confidently lead renewal conversations, manage objections, and negotiate effectively
Recruit, onboard, and develop top talent as the team scales across global locations
Operational Excellence
Ensure all renewal processes are executed with accuracy and timeliness, from quote creation to contract finalization
Monitor pipeline health and provide clear insights into renewal coverage and risk mitigation strategies
Partner with Finance to validate pricing models, ensure compliance, and optimize commercial guidelines
Drive automation, reporting, and CRM best practices (Salesforce, dashboards, renewal tracking)
Identify upsell/cross-sell opportunities by leveraging usage insights and working in close partnership with Customer Success and Sales
Key Metrics You Will Own Gross Renewal Rate (GRR) and Net Renewal Rate (NRR)
Churn Forecast Accuracy
Contract Value Growth %
Timely Renewal Closure %
Requirements for Success 9+ yrs of total experience and at least 5 yrs of tenured experience managing a Renewals team in a SaaS or IT environment; global experience strongly preferred
Proven track record of delivering renewal rate targets, accurate churn forecasts, contract value growth, and MYD penetration
Strong analytical and forecasting skills, with the ability to distill data into actionable insights
Exceptional communication and negotiation skills, with executive presence for customer-facing escalations
Experienced in CRM and renewals tooling ( Salesforce required; ChurnZero or similar a plus )
Ability to operate in a fast-paced, agile environment with shifting priorities
Strong team leadership skills: coaching, mentoring, and building accountability in a distributed team
Highly organized, detail-oriented, and disciplined in operational execution
Poppulo is an equal opportunity employer.
Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.
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