Senior Renewal Operations Manager

About the Role

Abnormal AI is seeking a Senior Renewal Operations Manager to own and scale our renewal operations function from the ground up. This is a builder role — you won't be inheriting a polished playbook. You'll be the one writing it. Reporting into CS Operations, you will architect the end-to-end renewal process, stand up the dashboards and reporting our leaders rely on, and bring best-in-class forecasting rigor to how we predict churn and identify expansion opportunities.

In this role, you will:

• Own the renewal operations lifecycle — design, document, and continuously improve the processes that drive on-time renewals, reduce churn, and surface expansion opportunity.
• Build the reporting and dash-boarding infrastructure that gives CS, Renewal Management, and Finance leadership real-time visibility into renewal pipeline health, risk, and forecast accuracy.
• Develop and refine churn and expansion forecasting models, advising leadership on methodology, data inputs, and predictive signals that improve forecast confidence over time.
• Partner with Renewal Managers to operationalize best practices around timeline management, risk escalation, and deal execution.
• Define and track renewal KPIs (gross retention, net retention, renewal rate, forecast accuracy, time-to-close), surface trends, and translate data into recommendations.
• Own the quarterly quota-setting process for the CSM and Renewal Manager teams — partner with CS and Finance leadership to define targets, allocate quotas, and maintain ongoing attainment reporting that gives managers clear visibility into individual and team performance against plan.
• Work cross-functionally with Sales Ops, Finance, and Data Engineering to ensure data integrity, system alignment, and consistent definitions across the renewal pipeline.
• Evaluate and optimize our tool stack to support renewal workflows, including CRM configuration, automation, and integration with CS platforms.

Must Haves

• 8+ years of experience in Revenue, Renewal, or Customer Operations at a B2B SaaS company, with direct ownership of renewal processes.
• Strong command of Salesforce (opportunity management, reporting, dashboards, renewal pipeline configuration).
• Proven experience building renewal or retention dashboards and reporting from scratch — you've stood something up, not just maintained it.
• Advanced analytical skills with proficiency in tools like Sigma, Looker, Tableau, Google Sheets/Excel, or Databricks; comfortable working with large datasets to identify patterns and forecast outcomes.
• Hands-on experience with churn and expansion forecasting — familiar with methodologies, leading indicators, and how to improve prediction accuracy over time.
• Familiarity with Customer Success platforms (e.g., Gainsight) and how they intersect with renewal workflows.
• Experience designing scalable, repeatable processes in a high-growth environment where things aren't yet fully defined.
• Strong program management skills with the ability to juggle multiple workstreams and drive projects to completion independently.
• Excellent communication skills — able to present data-driven recommendations to senior stakeholders and influence decisions across teams.
• Builder mentality: self-directed, comfortable with ambiguity, and energized by creating structure where none exists.

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Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.