Senior Director – Atlas Renewals Management

🔥 4 hours ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $200k - $215k / year

⏰ Full Time

🟠 Senior

👔 Director

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Gainsight

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

🏢 Enterprise

💰 $52M Series E - Gainsight on 2017-05

SaaS • B2B • Enterprise

Gainsight is a SaaS company that provides a unified Customer Success platform and related products to help businesses retain, expand, and drive product adoption with their customers. Its offerings include Gainsight CS (customer success), Product Experience (in-app engagements and analytics), Customer Communities, Skilljar (customer education), and AI-powered agents and services (Staircase AI, Agent Studio, Gainsight MCP) that surface insights and automate customer success workflows. Gainsight positions itself as an enterprise-focused, AI-native solution for post-sales teams, emphasizing retention-as-a-service, integrated customer data, and scalability for CSMs and product teams.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.