Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io.
We are seeking a strategic and operationally-minded Manager of Renewal Management to lead a team responsible for customer retention and execution of high-volume, high-velocity contract renewals. This role is ideal for a leader who thrives in fast-paced SaaS environments and brings a strong balance of people management, commercial acumen, and process rigor.
You’ll be accountable for team performance, scaling renewal operations, and driving measurable improvements in gross dollar retention (GDR), long term renewals, expansion, operational efficiency and customer experience. You’ll also collaborate cross-functionally with Sales, Revenue Operations, Support, Customer Success, Legal, Product, and Finance to optimize renewals and reduce friction at scale.
RESPONSIBILITIES
- Foster a collaborative, inclusive team culture focused on growth, accountability, and excellence
- Coach and develop Renewal Managers to meet GDR, multi-year, and upsell targets while building confidence and strategic thinking
- Set clear expectations and drive performance through regular deal reviews, pipeline strategy sessions, and development-focused 1:1s
- Own onboarding and ongoing enablement with an emphasis on negotiation skills, commercial strategy, and effective tooling
- Support long-term team scale through thoughtful hiring, headcount planning, and personalized career development
- Act as the first line of escalation for renewal scenarios, including pricing objections and churn risk.
- Guide the team on framing value, structuring commercial offers (multi-year, upsell, license right-sizing), and managing difficult conversations.
- Tailor renewal strategies across the digital segment and sub-segments based on account tier, ARR, and engagement model.
- Identify and implement best practices for managing low-touch and high-touch renewals at scale.
- Own renewal forecasting operational rhythm, coaching, pipeline health, and reporting for the team.
- Partner with Operations and Systems teams to streamline and automate renewal workflows, especially for high-volume segments
- Identify friction points and recommend improvements to renewal process, CPQ, contract workflows, and digital communications to reduce manual effort and increase efficiency
- Design and evolve scalable processes to support renewals across varying levels of complexity, ARR, and customer maturity
- Analyze and report key trends, risks, and opportunities to inform cross-functional planning and continuous improvement
- Align closely with Sales on roles and responsibilities to drive clear accountability for retention and expansion outcomes
- Partner closely with Digital Customer Success to align on shared goals, scale renewal and success workflows, and provide feedback from the field to continuously refine digital strategy and drive customer value.
- Partner with Revenue Operations, Legal, Product, and Support to remove blockers, streamline timelines, and enhance the customer experience
- Represent the Renewal team in cross-functional forums and advocate for tooling, policy, and packaging improvements
QUALIFICATIONS
- 5+ years of experience in a SaaS customer-facing role (Renewals, CS, Account Management, Sales)
- 1-2 years of people management or team lead experience is nice to have
- Track record of exceeding revenue KPIs in a high-volume B2B SaaS environment, experience in retention or renewal is nice to have.
- Deep understanding of subscription models, renewal workflows, and customer lifecycle stages.
- Skilled in pipeline management, forecasting, and commercial deal structuring (multi-year, upsell/downsell, pricing strategy).
- Proficient in Salesforce, CPQ tools, Gainsight, Gong, or other customer success platforms.
- Able to lead through data - comfortable analyzing account health, usage data, and customer risk indicators.
- Operational mindset with a bias for process improvement and scale.
PERKS & BENEFITS
- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
- Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- Work from home stipend to help you succeed in a remote environment.
The annual salary hiring range for this position is $164,000 - $186,000 USD.
Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.
We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.
Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
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