An overview of this role

As a Senior Renewals Manager at GitLab, you'll own renewal planning and execution for public sector customers. You'll develop renewal strategies, forecast outcomes, and coordinate with Sales and Customer Success to address risks and support long-term customer relationships. You'll also improve renewal workflows so customers experience seamless continuity with GitLab's platform.

Some examples of our projects:

• Implementing automated outreach sequences to engage customers throughout their renewal lifecycle
• Enhancing customer experience by integrating adoption data and personalized communications into renewal processes

What you’ll do

• Own the renewal process for a portfolio of public sector customers, developing account-level strategies and coordinating renewal activities from planning through completion.
• Collaborate closely with public sector Sales and Customer Success teams to align on renewal plans, address customer risks, and ensure seamless renewal experiences.
• Monitor customer health and adoption data to forecast renewal opportunities accurately.
• Execute outreach campaigns through established sequences, personalizing communications to maintain strong customer relationships and drive on-time renewals.
• Drive customer retention and timely renewals, taking ownership of renewal risks and coordinating actions to resolve them.

What you’ll bring

• Experience owning customer renewal strategies, managing competing priorities, and improving renewal processes.
• Experience working in a collaborative, customer-facing environment where you coordinate with multiple internal teams to support renewal forecasting and customer retention.
• Familiarity with CRM and customer success tools such as Salesforce and Gainsight, and the ability to interpret customer health and adoption data to inform renewal strategies.
• Strong communication skills with confidence to engage in business conversations and deliver excellent customer experiences.
• Demonstrated discipline in time and project management, with the ability to prioritize outreach and renewal activities effectively.
• Openness to learning and adapting, with a coachable mindset and willingness to implement feedback for continuous improvement.
• Customer-centric approach with high empathy, focused on building long-term relationships and driving customer satisfaction.
• We welcome candidates from diverse backgrounds who can demonstrate the experience and transferable skills needed to own renewal outcomes.

About the team

The Renewals team at GitLab manages the end-to-end renewal process for a large portfolio of customers and is dedicated to driving customer retention and growth. Our mission is to support long-term customer success through 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, using 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.