CS Operations Manager, Renewals Programs

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Superhuman

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

⚡ Productivity

🤖 Artificial Intelligence

SaaS • Productivity • Artificial Intelligence

Superhuman is a productivity software company that offers a suite of tools — Mail, Docs, Go (an AI assistant), Calendars, and Databases — designed to make email and work across apps faster and more efficient. Its flagship product, Superhuman Mail, promotes faster inbox management, timely follow-ups, and saves users time; the platform integrates AI features (including writing assistance via Grammarly and AI agents like Go) and connects to many third-party apps (Gmail, Drive, Jira, Claude, ChatGPT, Cursor). Superhuman targets teams and enterprises with collaborative documents, knowledge management, workflows, and proactive AI that schedules meetings and helps across apps. The company markets to teams (marketing, IT, education, enterprises) and emphasizes AI-native collaboration, integrations, and productivity gains.

📋 Description

• Build and own the auto-renew program for eligible accounts: eligibility criteria by segment, workflow configuration, exception handling, and ongoing monitoring • Design, configure, and iterate on renewal email cadences in Outreach: timing logic, segment-specific messaging, and performance tracking in coordination with Lifecycle Marketing • Define and operationalize segment-specific renewal strategies across SMB, CMM, and ENT: escalation thresholds, CSM involvement triggers, and differentiated renewal motions by account type • Own partner renewal operations: process design, accountability tracking, and exception management for channel partner renewal flows • Maintain the renewal playbook, escalation paths, and exception decision framework across all segments • Support renewal forecasting accuracy in partnership with CS Analytics: close date hygiene, renewal category field maintenance, and pipeline data quality • Act as the primary CS Ops point of contact for renewal-related work across Sales, Lifecycle Marketing, Finance, and the GTM tools team

🎯 Requirements

• Has 4+ years of experience in go-to-market operations, with a strong preference for customer success or renewals-focused roles • Has hands-on experience designing and running operational programs in a SaaS environment, not just supporting them • Has experience with Outreach, Salesforce, and at least one CS platform (Hook, Gainsight, ChurnZero, or similar); comfortable building and configuring tools directly without a systems team behind them • Has experience with renewal or lifecycle program management: auto-renew logic, segment-specific playbooks, partner renewal flows, or similar • Has strong process design instincts: can look at an informal, person-dependent motion and turn it into a documented, repeatable system • Has a data-driven mindset: uses renewal rate data, pipeline accuracy metrics, and program performance signals to iterate and improve • Has the ability to work cross-functionally and communicate clearly with CS leadership, Finance, and RevOps stakeholders • Has strong project management and prioritization skills: comfortable managing multiple workstreams simultaneously in a fast-moving environment • Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.

🏖️ Benefits

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits) • Disability and life insurance options • 401(k) and RRSP matching • Paid parental leave • 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time • Generous stipends (including those for caregiving, pet care, wellness, your home office, and more) • Annual professional development budget and opportunities