Senior Manager, Global Renewals

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?

At Poppulo, we're working on what's next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers.

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there's no such thing as a "perfect" candidate - we're all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don't meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.

Job Summary

The Senior Manager of Global Renewals is responsible for driving customer retention and revenue predictability through world-class renewals execution. This role oversees a global team of Renewals Managers, ensuring consistent delivery against churn forecasts, renewal rate targets, contract value growth programs, and multi-year deal (MYD) penetration goals. Success in this position requires a balance of strategic leadership, operational excellence, and people development to maximize customer lifetime value while supporting Poppulo's growth strategy.

Primary Responsibilities

Global Leadership & Strategy

• Partner with the VP of Customer Operations Strategy & Transformation to execute global renewals strategy, with a clear focus on:
  • Churn forecasting accuracy (owning the number)
  • Renewal rate achievement against AOP targets
  • Contract Value Growth across customer segments
  • Multi-year deal penetration to improve retention and revenue visibility
• Lead the global team in delivering a standardized, scalable methodology for renewals and continuously evolve best practices
• Provide weekly renewal forecast updates with clear commentary on risks, upside, and recovery plans
• Act as an escalation point for high-risk renewals, complex negotiations, and senior-level customer discussions
• Collaborate cross-functionally with Customer Success, Sales, Finance, and Legal to align on renewal motions and commercial strategies
• Represent Renewals in leadership forums, presenting insights and progress on churn, renewal, and contract value growth initiatives

People Leadership

• Lead, coach, and mentor a global team of Renewals Managers to consistently meet and exceed KPIs
• Foster a high-performance culture, instilling accountability for forecast accuracy, timely renewal closure, and contract value growth execution
• Build capability in the team to confidently lead renewal conversations, manage objections, and negotiate effectively
• Recruit, onboard, and develop top talent as the team scales across global locations

Operational Excellence

• Ensure all renewal processes are executed with accuracy and timeliness, from quote creation to contract finalization
• Monitor pipeline health and provide clear insights into renewal coverage and risk mitigation strategies
• Partner with Finance to validate pricing models, ensure compliance, and optimize commercial guidelines
• Drive automation, reporting, and CRM best practices (Salesforce, dashboards, renewal tracking)
• Identify upsell/cross-sell opportunities by leveraging usage insights and working in close partnership with Customer Success and Sales

Key Metrics You Will Own

• Gross Renewal Rate (GRR) and Net Renewal Rate (NRR)
• Churn Forecast Accuracy
• Contract Value Growth %
• Multi-Year Deal Penetration %
• Timely Renewal Closure %
• Renewals Forecast Coverage

Requirements for Success

• 9+ yrs of total experience and at least 5 yrs of tenured experience managing a Renewals team in a SaaS or IT environment; global experience strongly preferred
• Proven track record of delivering renewal rate targets, accurate churn forecasts, contract value growth, and MYD penetration
• Strong analytical and forecasting skills, with the ability to distill data into actionable insights
• Exceptional communication and negotiation skills, with executive presence for customer-facing escalations
• Experienced in CRM and renewals tooling (Salesforce required; ChurnZero or similar a plus)
• Ability to operate in a fast-paced, agile environment with shifting priorities
• Strong team leadership skills: coaching, mentoring, and building accountability in a distributed team
• Highly organized, detail-oriented, and disciplined in operational execution

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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