GVP, Renewals - United States
Job Title : GVP, Renewals, Digital Strategy & SMB
Location : Remote (U.S.)
Position Overview:
The GVP, Renewals, Digital Strategy & SMB is a senior leader responsible for driving customer retention, revenue growth, and operational excellence across all renewal motions. This role oversees a team managing Strategic, High Value, Growth, Digital, and SMB segments, with a strong emphasis on digital engagement, automation, and scalable processes to maximize Gross Renewal Rate (GRR) and Net Revenue Retention (NRR).
In addition to core renewals leadership, this GVP will own the digital renewals strategy-leveraging technology, data, and automation to deliver a frictionless customer experience and optimize efficiency. The role also includes oversight of an SMB-focused team executing high-volume inbound and outbound motions, uncovering expansion opportunities, and driving net-new revenue within the install base.
This is a highly strategic role requiring a blend of executive leadership, operational rigor, and innovation to transform renewals into a growth engine.
Key Responsibilities:
• Strategic Leadership:
o Define and execute the AMER renewals strategy across Strategic, High Value, Growth, Digital and SMB segments.
o Develop a digital-first approach to renewals, leveraging automation, AI, and self-service tools to scale efficiently.
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o Partner with Sales, Customer Success, and Operations to align retention and growth objectives.
• Team Management & Development:
o Lead and grow a high-performing team to include RVP, Managers and Renewal Representatives.
o Foster a culture of accountability, performance, and continuous improvement.
o Implement career development programs and succession planning for leadership roles.
• Revenue & Performance Management:
o Own GRR and NRR targets for AMER; deliver accurate forecasting and reporting.
o Drive operational excellence through standardized processes, playbooks, and KPIs.
o Identify and execute upsell and cross-sell opportunities within the renewal cycle.
• Digital Transformation:
o Build and scale digital engagement programs for SMB and mid-market customers.
o Implement tools and workflows for automated renewals, proactive outreach, and predictive analytics.
o Partner with Product and Marketing to enhance digital customer journeys.
• Cross-Functional Collaboration:
o Align with Finance on forecasting and revenue recognition.
o Work closely with Customer Success to ensure seamless handoffs and retention strategies.
o Collaborate with Operations to optimize systems and reporting infrastructure.
Qualifications:
• 10+ years in SaaS or subscription-based businesses, with at least 5 years in senior leadership roles.
• Proven success leading renewals or customer success organizations with measurable impact on GRR and NRR.
• Experience implementing digital engagement strategies and automation at scale.
• Strong operational background with expertise in forecasting, pipeline management, and revenue operations.
• Exceptional leadership, communication, and change management skills.
• Familiarity with Strategic and SMB segments and the nuances of each motion.
Preferred Experience:
• Background in high-growth SaaS environments.
• Knowledge of AI-driven customer engagement and digital transformation initiatives.
• Experience managing hybrid teams (digital + human-led) across multiple geographies.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- HSA With Employer Contribution
- Pet Insurance
- Mental Health Benefits
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Summer Fridays
Financial and Retirement
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
- Profit Sharing
Professional Development
- Tuition Reimbursement
- Promote From Within
- Work Visa Sponsorship
- Leadership Training Program
- Internship Program
- Shadowing Opportunities
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training
- Diversity, Equity, and Inclusion Program