Renewals Manager

About GitLab

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Customers get AI benefits at every stage of the SDLC.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

Role Overview

The Renewals Manager delivers to an essential moment in the customer journey, ensuring we can continue to deliver value and business outcomes by specializing in customer retention. In collaboration with sales, channel partners, customer success, and sales operations, this team will focus on successfully renewing customer subscriptions while providing a seamless customer experience. The roles aim to deliver predictable and efficient renewals through a proactive management of the customers lifecycle.

What You’ll Do

• Maximize customer retention rates through effective sales techniques over the phone, video and email while also minimizing customer churn and contraction.
• Execute the renewal process to ensure ARR is retained or expanded
• Evaluate license usage and complete the true-up requirements
• Understand and align customer’s business needs and goals to generate renewal quotes
• Provide renewals administration support to Renewals Managers, and Account Executives
• Ensure that renewals are closed on a timely basis
• Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics
• Liaise with customers to ensure POs and order forms are accurately completed to allow for internal deal approval
• Additional responsibilities in helping design best practices and methodologies for the renewals organizational
• Provides more coverage of larger, more strategic and complex opportunities

What You’ll Bring

• Related sales or related customer experience (examples SDR, BDR, sales ops, deal desk, customer service, CSM)
• Demonstrated progressive experience with B2B software sales
• Experience with subscription GTM approaches for customer success management and renewals
• Effective communicator, strong interpersonal and collaboration skills
• Motivated, driven and results-oriented
• Strong negotiation, presentation and closing skills
• Preferred experience with technical products. Experience with DevOps, software development lifecycle, or application development is a plus.
• Experienced in driving renewals with predictability and delivering to targeted gross retention rates
• Experienced in managing a customer relationship from a similar role (e.g., Customer Success Manager, SDR, BDR)
• You share our values, and work in accordance with those values.
• Proven ability to successfully lead renewals with high gross retention, predictability, and customer experience
• Demonstrated ability to drive larger, more complex transactions (i.e., contract size, net ARR).
• Contributes to the improvement of renewals process, policies, and tools including helping others on the team

How GitLab will support you

• 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

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.