Senior Renewal Operations Manager

About the Role

Abnormal AI is seeking a Senior Renewal Operations Manager to own and scale our renewal operations function from the ground up. This is a builder role — you won't be inheriting a polished playbook. You'll be the one writing it. Reporting into CS Operations, you will architect the end-to-end renewal process, stand up the dashboards and reporting our leaders rely on, and bring best-in-class forecasting rigor to how we predict churn and identify expansion opportunities.

In this role, you will:

• Own the renewal operations lifecycle — design, document, and continuously improve the processes that drive on-time renewals, reduce churn, and surface expansion opportunity.
• Build the reporting and dash-boarding infrastructure that gives CS, Renewal Management, and Finance leadership real-time visibility into renewal pipeline health, risk, and forecast accuracy.
• Develop and refine churn and expansion forecasting models, advising leadership on methodology, data inputs, and predictive signals that improve forecast confidence over time.
• Partner with Renewal Managers to operationalize best practices around timeline management, risk escalation, and deal execution.
• Define and track renewal KPIs (gross retention, net retention, renewal rate, forecast accuracy, time-to-close), surface trends, and translate data into recommendations.
• Own the quarterly quota-setting process for the CSM and Renewal Manager teams — partner with CS and Finance leadership to define targets, allocate quotas, and maintain ongoing attainment reporting that gives managers clear visibility into individual and team performance against plan.
• Work cross-functionally with Sales Ops, Finance, and Data Engineering to ensure data integrity, system alignment, and consistent definitions across the renewal pipeline.
• Evaluate and optimize our tool stack to support renewal workflows, including CRM configuration, automation, and integration with CS platforms.

Must Haves

• 8+ years of experience in Revenue, Renewal, or Customer Operations at a B2B SaaS company, with direct ownership of renewal processes.
• Strong command of Salesforce (opportunity management, reporting, dashboards, renewal pipeline configuration).
• Proven experience building renewal or retention dashboards and reporting from scratch — you've stood something up, not just maintained it.
• Advanced analytical skills with proficiency in tools like Sigma, Looker, Tableau, Google Sheets/Excel, or Databricks; comfortable working with large datasets to identify patterns and forecast outcomes.
• Hands-on experience with churn and expansion forecasting — familiar with methodologies, leading indicators, and how to improve prediction accuracy over time.
• Familiarity with Customer Success platforms (e.g., Gainsight) and how they intersect with renewal workflows.
• Experience designing scalable, repeatable processes in a high-growth environment where things aren't yet fully defined.
• Strong program management skills with the ability to juggle multiple workstreams and drive projects to completion independently.
• Excellent communication skills — able to present data-driven recommendations to senior stakeholders and influence decisions across teams.
• Builder mentality: self-directed, comfortable with ambiguity, and energized by creating structure where none exists.