Senior Director – Atlas Renewals Management

🕒 Julho 28

🎸 Tennessee – Remoto

🎸 Tennessee – Remote

💵 $200.000 - $215.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Diretor

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Gainsight

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

☁️ SaaS

🤝 B2B

🏢 Corporativo

💰 $52.000.000 Series E - Gainsight em 2017-05

SaaS • B2B • Enterprise

Gainsight é uma empresa de SaaS que oferece uma plataforma unificada de Sucesso do Cliente e produtos relacionados para ajudar as empresas a reter, expandir e impulsionar a adoção de produtos junto aos seus clientes. Suas ofertas incluem Gainsight CS (sucesso do cliente), Product Experience (engajamentos e análises in-app), Comunidades de Clientes, Skilljar (educação do cliente), e agentes e serviços impulsionados por IA (Staircase AI, Agent Studio, Gainsight MCP) que destacam insights e automatizam fluxos de trabalho de sucesso do cliente. A Gainsight se posiciona como uma solução focada em grandes empresas, nativa em IA para equipes de pós-venda, enfatizando retenção como serviço, dados integrados dos clientes e escalabilidade para CSMs e equipes de produto.

Descrição

• Operate day-to-day execution of renewals across the delivery team and managed service partner • Manage capacity, coverage, and team structures across customer portfolios • Ensure delivery meets defined service levels, quality standards, and customer expectations • Translate strategy into workflows, playbooks, and execution frameworks • Continuously iterate early-stage motions into repeatable, scalable playbooks as the business grows • Drive gross revenue retention across assigned portfolios, with focus on scaled long-tail renewals • Deliver consistent, data-driven renewal forecasting • Identify and resolve risks early with gap plans; establish clear escalation standards • Proactively bring action plans to customers that get ahead of known process gaps • Build multi-level customer relationship maps to effectively engage with supporters and decision makers • Deliver recurring exec-level performance updates and quarterly business reviews • Continuously seek scope growth aligned with performance and capability • Influence change and improvements through best practices • Hire and develop Renewal Managers and frontline operators as growth scales • Establish clear accountability for performance, productivity, and outcomes • Design the internal team model that scales alongside the AI delivery layer • Maintain execution discipline across a distributed organization • Leverage leading KPIs to influence lagging performance metrics • Define how work is allocated across AI agents and human operators • Standardize processes to reduce variability and improve consistency • Enforce pricing, concessions, and escalation guardrails • Work with Product and Engineering to improve workflows, tooling, and AI agent capability • Partner with Revenue Operations on forecasting, reporting, and systems • Align with Customer Success and Sales on engagement and escalation models.

🎯 Requisitos

• 10+ years in management of renewals, customer success, or managed service delivery with direct ownership of retention and forecasting outcomes • Experience operating in AI-enabled environments, including AI agents, work automation, and human-in-the-loop workflows — OR demonstrated ability to ramp quickly into this model • Proven ability to stand up and scale operational processes in early-stage, start-up mindset or evolving environments • Strong operational discipline across service levels, forecasting, quality management, and performance accountability • Experience managing distributed or global delivery teams, including outsourced or nearshore models • Background of direct engagement with Deal Desk, Pricing, or Quoting operations managing pricing and concessions in a renewals context • Demonstrated ability to build feedback loops that improve workflows, tooling, and delivery performance — not just apply existing rules • Experience leading multi-product renewal motions across varied pricing models and contract structures.

🏖️ Benefícios

• The starting base salary range for this role is $200,000 – $215,000 USD annually. • This role is also eligible for commission based on performance and participation in Gainsight’s equity program. • Comprehensive benefits package including fully covered medical premiums (employee-only) • Flexible PTO • 401(k) plan • Dental and vision coverage • Remote work options • Additional benefits include a $10,000 lifetime fertility stipend • Access to coworking spaces around the globe • Dedicated Recharge Holidays - one long weekend each quarter to relax and reset.