Primary Responsibilities
Global Leadership & Strategy
Set and execute the global renewals vision and strategy, aligned with Poppulo’s corporate and revenue objectives.
Own global outcomes for renewal rates, churn forecasting accuracy, contract value growth, and multi-year deal penetration.
Present renewal performance, risks, and insights to executive leadership and inform business planning and forecasting cycles.
Serve as a senior escalation point for complex renewals, strategic negotiations, and executive-level retention efforts.
People Leadership
Lead, coach, and develop global Renewals leaders and managers, with clear performance expectations and accountability.
Provide leadership for scaled Customer Success Associates where this function falls within the role’s remit, aligning renewal and customer engagement teams.
Build leadership capability through hiring, coaching, succession planning, and career development.
Partner with Customer Success and People teams to align coverage models and team capacity with customer segmentation and growth priorities.
Scaled Customer Success & Retention Programs
Define a scalable engagement strategy for long-tail customers, combining one-to-many digital programs with targeted high-touch intervention.
Oversee retention playbooks using customer health signals, product adoption insights, early-warning triggers, and at-risk escalation paths.
Sponsor automated customer communications, enablement campaigns, webinars, and other programs that improve adoption and time-to-value.
Measure the effectiveness of scaled engagement and translate customer feedback into improvements in retention strategy and customer experience.
Operational Excellence
Oversee the global renewals operating model, standardizing renewal playbooks, processes, and execution discipline.
Establish governance for renewal pipeline health, churn forecasts, coverage, risk identification, and performance reporting.
Partner with Finance and Revenue Operations on ARR reporting, pricing guidelines, CRM data quality, and commercial controls.
Drive improvements in Salesforce, Customer Success platforms, dashboards, analytics, and automation to increase accuracy and efficiency.
Cross-Functional Collaboration & Commercial Growth
Collaborate with Customer Success, Sales, Finance, Legal, Product, Marketing, and Revenue Operations to optimize retention and renewal outcomes.
Identify and operationalize cross-sell and upsell opportunities using customer insights and coordinated account planning.
Support multi-year and multi-product renewal strategies that strengthen retention and revenue visibility.
Key Metrics You Will Own
Gross Renewal Rate (GRR) and Net Revenue Retention / Net Renewal Rate (NRR),Churn Forecast Accuracy,Contract Value Growth % ;Multi-Year Deal Penetration % ,Timely Renewal Closure % ,Renewals Forecast Coverage and Scaled customer health, engagement effectiveness, and retention outcomes (where applicable)
Requirements for Success
10+ years of experience in SaaS or IT renewals, revenue management, or Customer Success leadership, including 5+ years managing global or distributed teams.
Proven track record of leading renewal organizations at scale, delivering strong retention, accurate forecasts, and measurable contract value growth.
Experience designing or overseeing scaled, digital-first Customer Success and retention programs, including customer segmentation and health-based engagement.
Strong commercial judgment and executive negotiation skills, including complex renewals and multi-year agreements.
Deep analytical acumen and working knowledge of ARR, GRR, NRR, churn, and renewal pipeline management.
Salesforce proficiency required; experience with ChurnZero, Gainsight, Totango, or similar platforms is a plus.
Demonstrated success driving organizational transformation, operational excellence, and cross-functional alignment.
Ability to inspire geographically distributed teams and communicate effectively with executive stakeholders.
Who We Are
We’re a values-driven company. We want people to bring their best selves to work and have a real hand in the products we build and the culture we build together. You’ll be surrounded by smart, warm people who like a challenge, take ownership, and care about doing work that matters. If that sounds like your kind of place, come join us.
We live the Poppulo values each day because they are central to everything we do.
Bring Your Best Self - We show up authentically, remain self-aware, and always strive to improve.
See It. Own It. Solve It - We proactively innovate and solve problems for our customers and one another. We set high standards for our work, build a culture of learning, and acknowledge both our successes and our failures.
Together, We’re Better - We value and celebrate our diversity. We learn from others, respect their expertise, and focus on building trust. That’s what makes us a team.
We’ve been recognized as a Top 10 Great Place to Work company and named one of the Best Workplaces in Tech and Best Workplaces for Women. We’re a fast-growing global technology company with teams in the United States, Ireland, France, the United Kingdom, and India.
Poppulo is an equal opportunity employer.
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