About the Role
Abnormal AI is looking for a Director of Renewals to own the strategy, performance, and operating model for our global renewals function. Reporting to the VP of Customer Success, you will lead the renewals organization and own revenue retention across Abnormal's multi-product behavioral security platform. You will build the renewals engine that makes retention and cross-product expansion predictable at scale, set the standard for how Abnormal renews and expands its customers, and turn customer obsession into measurable retention outcomes.
What you will do
- Own Abnormal's renewals strategy and operating model end to end: define the renewal motion, the segmentation approach, the playbooks, and the systems that enable the function to scale ahead with company growth.
- Lead, mentor, and develop a high-performing team of Renewal Managers/Specialists, setting clear goals and KPIs for renewal bookings, gross renewal retention, Upsell, and forecast accuracy.
- Manage and improve the full renewal lifecycle: engage early, negotiate terms, secure commitments, and collaborate with cross-functional teams (Customer Success, Sales, Ops, Finance) to ensure contract execution.
- Drive a data-driven renewal process: monitor pipeline health, identify at-risk accounts, implement preservation strategies, and report on renewal metrics (retention rates, forecast variance, etc.).
- Partner with Customer Success and Sales to identify expansion opportunities during renewal engagements and align on a joint renewal-and-expand motion.
- Develop and mature forecasting models for renewal bookings, churn, and NARR, presenting updates to senior leadership and driving improvements in predictability.
- Manage escalations and high-visibility renewal situations; support Renewal Managers/Specialists in complex negotiations or large-scale renewals.
- Stay current with SaaS licensing, pricing models, contract terms, and market trends in the email security / cybersecurity industry to ensure competitiveness and contract health.
Must Haves
- 10+ years of experience in renewals, post-sales, or account management within a B2B SaaS environment; preferably with 4+ years managing direct reports.
- Proven track of owning gross retention as a top-line commitment at scale, with demonstrable improvement in retention and forecast accuracy across a full function
- Experience building or substantially maturing a renewals function: motion design, segmentation, playbooks, tooling, and the operating cadence behind them.
- Executive presence and influence: able to shape strategy with C-level internal peers and lead the highest-stakes customer negotiations.
- Strong quantitative and operational judgment: fluent in the forecasting models, retention economics, and systems (Salesforce, Gainsight) that run a modern renewals org.
- Strong communication and leadership skills with the ability to develop, motivate and retain a team.
- Strategic thinker who can improve and scale processes in a dynamic, high-growth environment.
- Experience building and operationalizing AI tools to improve renewals and post sales processes.
Nice to Have
- Experience in email security, cybersecurity, or other highly regulated SaaS industries.
- Experience working in a high-volume renewal environment or managing large renewal books.
- Exposure to international renewal / multi-regional contract management.
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A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
