Principal, Renewal Operations & Strategy

Job description

We're looking for a Principal, Renewal Operations & Strategy — a senior individual contributor who will own the health, performance, and integrity of our entire renewal portfolio. This is not a people-management role; it's a high-impact expert track position for someone who wants to shape how a fast-growing B2B SaaS company renews, retains, and grows its customer base at scale. You'll sit at the intersection of Analytics, Governance & Policy, and Sales Process — the person every team turns to when they need to understand what's happening across renewals, why it's happening, and what to do about it. You won't just report on the portfolio; you'll define the rules, systems, and playbooks that make it run well. What You'll Own 📊 Renewals Analytics Build and maintain the single source of truth for renewal performance: gross/net retention, churn, downgrade, price increase, and expansion metrics across segments. Design forecasting, cohort models and early-warning indicators to flag at-risk accounts before they become losses. Partner with BI/Data teams to build self-serve dashboards for CS, Sales, and Finance leadership. Translate portfolio data into a clear narrative for exec and board-level reporting 🛡️ Governance & Policy Own and evolve the renewal policy framework — pricing floors, discount guardrails, auto-renewal terms, contract exception handling Establish approval workflows and controls to ensure renewal deals are compliant, consistent, and auditable Act as the escalation point for non-standard renewal terms, balancing commercial flexibility with policy discipline Partner with Legal and Finance to keep renewal policy aligned with contractual and revenue-recognition requirements ⚙️ Sales Process Design and continuously improve the end-to-end renewal motion — from renewal notice through quote, negotiation, and close Define playbooks, stage gates, and SLAs for the renewals sales process inside the CRM Identify friction points in the renewal funnel and drive process or tooling fixes (Salesforce, CPQ, renewal automation platforms) Enable and train renewal managers/AEs on process changes, new tools, and policy updates What Success Looks Like Renewal leadership can answer any portfolio question — retention, risk, pipeline — within minutes, not days Renewal policy is documented, consistently applied, and requires minimal ad-hoc exception handling The renewal sales process is measurably faster and more predictable quarter over quarter You are the trusted, go-to authority on "how renewals work here" across Sales, CS, Finance, and Legal What You Bring 7+ years in Revenue Operations, Renewals, Sales Operations, or Deal Desk within B2B SaaS Proven experience owning renewal/retention analytics — comfortable building models, not just reading dashboards Hands-on experience designing or governing commercial policy (pricing, discounting, contract terms) Deep fluency in CRM and renewal tooling (Salesforce required; CPQ or renewal automation platforms a strong plus) A track record of designing sales processes that people actually adopt Excellent judgment for balancing policy rigor with commercial pragmatism Strong executive communication skills — you can brief a CRO as easily as you can debug a workflow with an AE Nice to Have Experience with SQL or BI tools (Looker, Tableau, Power BI) Background in Deal Desk or contract compliance Experience scaling renewal processes through hypergrowth (Series C+ or post-IPO) Why Join Us Impact without the overhead — shape strategy and policy at a senior level without managing headcount Cross-functional visibility — direct exposure to Sales, CS, Finance, Legal, and executive leadership Build, don't just maintain — this role is being created to bring order and rigor to a growing renewal motion; you'll define how it works We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace. With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages. If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer: 💼 Permanent Contract and a competitive compensation package. 📍 Amazing centrally located offices near the Bernabeu Stadium. 🩺 Private Health Insurance (Sanitas) and daily meal vouchers of 11 EUR . 🏡 Hybrid work model balancing office and remote work. 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 23 days of holidays we offer) plus 3 company-paid volunteer days. 🤸 Up to 25 EUR per month for a gym subscription. 🛴 Flexible compensation plan for childcare & public transportation. 🧑‍🏫 Reimbursement of up to 50% of the cost of English & Spanish classes. 🍉 Fresh fruit, cookies, and soft drinks in the office. 🍕 Regular company and team events like Pizza talks, Team Building activities, Christmas parties, hosting Meetups at the office and more! 📣 Bonuses for referring successful hires after three months of continuous employment. 🚚 We offer a relocation package to people who are coming from another country. Please note that not all the benefits listed above are available for temporary, contract, and internship roles. To ensure you have the most up-to-date information, we recommend checking with your Recruitment Partner. Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. #LI-Hybrid