Renewals and Commercial Operations Manager

🔥 14 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

👻 Ghost score 10%

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Glia

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

💰 $45M Series D - Glia on 2022-03

Consulting • Logistics • Artificial Intelligence

Glia is an AI-powered customer service platform and ChannelLess® contact center solution that helps banks, credit unions, and financial institutions automate and personalize voice and digital interactions. The company provides virtual assistants, voice AI, agent co-pilots, manager AI analysts, predictive routing, cognitive quality management, and analytics to boost self-service, agent productivity, compliance, and growth metrics (loans, deposits, cost savings). Glia emphasizes security, integrations, and industry-specific features for banking and credit unions, delivering a SaaS platform that replaces legacy CCaaS systems.

📋 Description

• Lead and optimize the end-to-end customer renewal strategy • Serve as the commercial anchor for the enterprise customer base • Lead contract negotiations, protect recurring revenue, and structure multi-year partnerships • Own commercial execution of renewals, proactive early amendments, and downsell mitigation • Streamline enterprise contracting frameworks and manage multi-channel agreement lifecycles • Leverage AI-driven workflows and telemetry data to inform pricing strategies • Lead enterprise renewals, managing contract terms, pricing structures, MSAs, and order forms • Interface with client procurement, legal counsel, and executive buyers to close renewals on time • Monitor contract schedules, identify risk factors, assess usage telemetry, and execute pull-forward plays • Structure save plays, creative commercial terms, restructured packaging, and multi-year frameworks for at-risk accounts • Oversee strategic commercial initiatives and align with Finance and RevOps on billing terms and CRM data hygiene • Manage contractual uplifts and execute add-on SKUs or capacity expansions within renewal windows • Partner with Banking AI Advisors and Account Executives on account health, adoption, expansion opportunities, and renewal ownership • Use AI tools and commercial analytics for predictive churn modeling, contract abstraction, pipeline forecasting, and value-based pricing • Maintain Salesforce data hygiene and provide gross retention forecasts to leadership • Standardize commercial frameworks, negotiation guidelines, automated renewal workflows, and organizational best practices

🎯 Requirements

• 10+ years of professional experience in SaaS Renewals Management, Commercial Account Management, Deal Desk, or Customer Success with direct commercial quota ownership • Demonstrated track record of successfully negotiating complex, multi-year enterprise SaaS contracts, redlines, Master Services Agreements, and creative deal restructures • Strong background in RevOps alignment, deal desk workflows, usage telemetry analysis, and leveraging AI/data automation tools to drive forecasting and strategic decision-making • Outstanding verbal and written communication skills with the gravitas to negotiate effectively with aggressive procurement decision-makers while partnering smoothly with internal account teams • Prior experience working with banks, credit unions, or financial services institutions is strongly preferred • Bachelor’s degree required; an MBA is preferred • Willingness and ability to travel up to 15% as needed • Work authorization in the United States is addressed in the application form, including possible employer sponsorship requirements

🏖️ Benefits

• Minimal travel required (up to 15% as needed) for key client negotiations or team sessions

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