Sr. Risk & Renewal Operations Manager

We are looking for a Sr. Risk and Renewals Operations Manager to develop and manage a world-class customer renewal and risk management operation. You will focus on operationalizing churn mitigation and renewal excellence, taking high-level risk identification and commercial strategies and converting them into scalable, automated processes. Your objective is to move the organization toward a disciplined, proactive risk management motion and optimized renewal process that protects our global recurring revenue base.

• Standardize Renewal Journeys: Design and implement renewal paths based on customer value and complexity. This includes automating high-volume renewals and establishing workback schedules for enterprise-level accounts.
• Systematize Risk Workflows: Architect the CRM and Gainsight workflows necessary to move the organization toward 100 percent proactive risk identification at least 90 days prior to renewal.
• Manage Renewal Planning Rhythms: Develop and support the execution of renewal planning and forecasting rhythms. You will establish the recurring operational cadences needed to maintain visibility into the book of business and ensure proper accountability across Sales and Customer Success teams.
• Improve Forecasting Predictability: Own the weekly aggregation and formalization of the renewals forecast. You will drive the evolution of the reporting infrastructure that provides visibility into risk aging, engagement gaps, and forecast accuracy.
• Operationalize Mitigation Playbooks: Partner with leadership to design mitigation strategies. You will support the build-out of associated playbooks, enablement assets, and tracking mechanisms for the field.
• Enforce Commercial Policy: Support the development of commercial contract renewal standards and oversee adherence within Customer Success. You will ensure systems and processes are optimized to maximize successful on-time customer renewal.
• Continuous Process Improvement: Regularly audit and iterate on renewal processes to remove friction for our internal teams and our customers.

• 7+ years of experience in Renewals Operations, Sales Operations, or Commercial Risk Management in an Enterprise SaaS environment.
• Systems Thinking: Demonstrated ability to translate complex commercial policies into streamlined system workflows in Salesforce or Gainsight.
• Commercial Fluency: Strong understanding of SaaS contract mechanics, including multi-year terms, uplift caps, and termination logic.
• Analytical Discipline: Leverage retention data to diagnose root causes for cancellations and downgrades to design segmented, process-based mitigations.
• Collaboration Skills: Experience working cross-functionally with Legal, Finance, and Sales to formalize and scale commercial processes.

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

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