Manager, Renewals - AMER

An overview of this role

As a Manager, Renewals - AMER at GitLab, you'll lead a high-performing team responsible for driving customer retention and revenue growth across strategic market segments. You'll coach and develop your team to master our forecasting methodology, execute disciplined renewal processes, and deliver predictable business outcomes. Your focus will be on building a culture of accountability, mentoring individual contributors to excel, and partnering closely with sales, customer success, and leadership to ensure seamless renewals that keep our customers thriving on the GitLab platform. This is a unique opportunity to shape how we approach renewals at scale while developing strong leaders within your organization.

Some examples of our projects:

• Refining renewal forecasting processes to achieve greater accuracy and provide the business with predictable visibility into quarterly and annual revenue
• Building automated workflows and touchpoints in Salesforce that enable your team to manage large portfolios efficiently while maintaining personalized customer engagement

What you'll do

• Lead and develop a team of five Renewal Managers focused on AMER (Americas region) accounts, providing coaching and accountability to elevate team performance and drive continuous improvement.
• Establish and maintain a strong team culture by fostering collaboration, setting a high bar for excellence, and creating an environment where team members feel supported and empowered to grow.
• Drive forecasting accuracy and business visibility by ensuring your team understands renewal methodologies and delivers predictable month-over-month and quarter-over-quarter forecasts within a 5% accuracy range.
• Partner closely with cross-functional leaders including Sales AVPs, Regional Directors, Customer Success Managers, and Renewals Operations to align on strategy, identify renewal risks, and execute mitigation plans for at-risk accounts.
• Guide your team in leveraging data and tools such as Salesforce and Gainsight to monitor customer health, adoption trends, and revenue impact, enabling data-driven decision-making and strategic account interventions.
• Lead your team's engagement in forecasting calls, account reviews, and best practice sessions to share learnings, celebrate wins, and collectively drive renewal KPIs including 70%+ retention rates and strong on-time renewal performance.
• Develop product knowledge and business acumen within your team, ensuring they understand GitLab's value proposition, competitive positioning, and how to navigate customer escalations and complex negotiations with confidence.
• Model a customer-centric mindset and empathetic approach, demonstrating how to balance business metrics with genuine concern for customer success and long-term relationship building.
• Leverage tools daily (such as Gainsight, Gong, and Claude) to generate insights and create compelling reports and presentations that tell the story of your team's performance and inform strategic decisions.

What you'll bring

• Proven leadership experience managing and developing high-performing teams with strong coaching and mentoring abilities.
• Deep understanding of renewal forecasting methodologies and ability to translate customer health metrics into accurate business forecasting.
• Experience partnering strategically with sales leadership on renewal strategy, forecast planning, and customer retention initiatives.
• Proficiency with Salesforce, including ability to build reports and create analytics-driven presentations.
• Familiarity with customer success platforms (e.g., Gainsight) and call intelligence tools (e.g., Gong).
• Strong business acumen and ability to navigate complex customer conversations, escalations, and negotiations while maintaining relationships.
• Foundational knowledge of GitLab's product, value proposition, and DevSecOps approach.
• Exceptional communication and presentation skills to articulate strategy and insights to cross-functional partners.
• Customer-centric mindset with empathy and commitment to delivering excellent experiences while achieving business metrics.
• Background in renewals, customer success, or sales operations preferred; candidates with transferable leadership experience in revenue operations are welcome.

About the team

We are dedicated to driving customer retention and growth by managing the end-to-end renewal process for a large portfolio of customers. Our mission is to deliver a seamless, efficient, and positive renewal experience that supports long-term customer success. We leverage automation, data-driven insights, and close collaboration with Customer Success and Sales teams to proactively engage customers, identify risks and opportunities, and ensure timely renewals. We operate in a global, asynchronous environment, utilizing tools like Salesforce, Gainsight, and Gong to coordinate efforts and maintain high standards of customer satisfaction. Learn more about our approach and best practices in the Renewals Manager Handbook.