Sr. Risk & Renewal Operations Manager - Central
Smartsheet is seeking a Senior Risk and Renewals Operations Manager to develop and manage a world-class customer renewal and risk management operation. This role focuses on operationalizing churn mitigation and renewal excellence, converting high-level risk identification and commercial strategies into scalable, automated processes. The objective is to establish a disciplined, proactive risk management motion and optimized renewal process that protects the global recurring revenue base.
Key responsibilities include standardizing renewal journeys by designing and implementing paths based on customer value and complexity, systematizing risk workflows to achieve proactive risk identification at least 90 days prior to renewal, and managing renewal planning rhythms to maintain visibility into the book of business. The role also involves improving forecasting predictability through the aggregation and formalization of the renewals forecast, operationalizing mitigation playbooks in partnership with leadership, enforcing commercial policy to maximize successful on-time customer renewal, and continuously auditing and iterating on renewal processes to remove friction for internal teams and customers.
The ideal candidate will have over seven years of experience in Renewals Operations, Sales Operations, or Commercial Risk Management within an Enterprise SaaS environment. They should demonstrate the ability to translate complex commercial policies into streamlined system workflows in Salesforce or Gainsight, possess a strong understanding of SaaS contract mechanics, and leverage retention data to design segmented, process-based mitigations. Collaboration skills are essential, with experience working cross-functionally with Legal, Finance, and Sales to formalize and scale commercial processes.
Smartsheet offers a competitive base salary range of $112,000 to $142,500 USD, along with a comprehensive benefits package. This includes medical, vision, and dental coverage options, a 401k match, monthly stipends to support work and productivity, flexible time away programs, and various other perks designed to support employees' professional growth and well-being.
Smartsheet fosters a collaborative and innovative company culture, providing opportunities for professional growth and development, including access to online courses. The company values employee well-being and offers teleworking options from any registered location in the U.S., supporting a flexible and inclusive work environment.