Director, Renewals and Customer Success Operations
Location: Palo Alto, CA. US
Role overview:
As the Operations Director for Renewal and Customer Success function, you will be pivotal in maximizing customer lifetime value and driving the long-term success of our business. In this role, you will lead a team responsible for the entire renewal and customer success operations, your strategic vision, operational expertise, and advanced reporting skills will be essential in developing and executing renewal and customer success strategies that elevate customer experience, optimize revenue, and drive business growth.
Essential Duties and Responsibilities:
- Design and execute a comprehensive renewal and customer success operations strategy that aligns with overarching business objectives and revenue targets.
- Foster Cross-Functional Collaboration: Collaborate closely with Sales, Customer Success, Legal, and Finance teams to synchronize renewal goals, policies, uncover growth opportunities, and proactively mitigate churn risks.
- Stay Informed: Maintain a deep understanding of industry trends, competitive landscape, and customer feedback to continuously refine renewal strategies and enhance strategic decision-making.
- Oversee Renewal Process, Manage the end-to-end renewal process to ensure timely and accurate renewals, upsells, and expansions.
- Optimize Processes and Tools: Implement and continuously improve processes, policies and tools to boost efficiency, accuracy, and scalability in renewal management.
- Build Strong Customer Relationships: Cultivate strong relationships with key customers, understanding their business needs and proactively addressing any concerns or challenges.
- Collaborate for Success: Work closely with Sales and Customer Success teams to identify and overcome barriers to renewal, such as product adoption, customer satisfaction, or contract-related issues and renewal policies
- Proven track record of spearheading initiatives to reduce churn within the organization, coupled with adeptness in developing comprehensive reporting mechanisms to track and analyze churn metrics effectively.
- Establish KPIs: Define and monitor key performance indicators (KPIs) to evaluate the effectiveness of renewal strategies and identify areas for continuous improvement.
- Analyze Renewal Data: Conduct comprehensive analyses of renewal and customer success metrics, trends, and customer behavior to generate insights and propose actionable recommendations.
- Reporting and Insights: Prepare detailed reports and presentations for senior leadership, showcasing renewal performance, revenue forecasts, and retention rates and be a single point of contact for driving MBRs, QBRs for leadership teams
- Planning and forecasting: Ensuring accurate forecast tracking of in-quarter outlooks and end-of-quarter actuals against forecasted plans, and provide clear insights about the business using the forecast data to leadership team
- Drive Strategic Decisions: Use data-driven insights to inform strategic decisions, ensuring alignment with overall business objectives and revenue goals.
- Cultivate Customer-Centric Culture: Foster a customer-centric mindset within the renewal team, prioritizing customer experience and success.
- Enhance Collaboration: Partner with the Customer Success team to develop and execute proactive engagement plans that deliver value to customers and boost renewal rates.
- Improve Customer Onboarding and Adoption: Identify and implement initiatives to enhance customer onboarding, adoption, and overall experience, working collaboratively with customer success and cross-functional teams.
- Drive Continuous Improvement: Continuously seek and act on opportunities to refine policies, processes and strategies that improve the customer experience, renewal and retention efforts.
Desired Skills & Experience
- Leadership Experience: Minimum of seven 10 years in a senior role overseeing subscription renewal and customer success operations or a comparable field within the SaaS industry.
- Proven ability to develop strategies, translate them into initiatives and track successful delivery.
- Analytical Proficiency: Strong ability to analyze data, identify patterns, and make informed, data-driven decisions.
- Negotiation and Contract Management: Proven expertise in negotiation and managing contracts, focusing on revenue maximization and churn reduction.
- Team Leadership: Track record of successfully leading and motivating teams, promoting a collaborative and achievement-oriented culture.
- Cross-Functional Collaboration: Adept at facilitating cross-functional teamwork, establishing trust, making decisive judgments, and communicating issues effectively.
- Communication and Interpersonal Skills: Superior communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at various levels.
- Technical Knowledge: Experience with CRM, customer success and renewal management tools (e.g., Salesforce, CPQ, Clari etc) is highly preferred.
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Rubrik (RBRK), the Security and AI company, operates at the intersection of data protection, cyber resilience and enterprise AI acceleration. The Rubrik Security Cloud platform is designed to deliver robust cyber resilience and recovery including identity resilience to ensure continuous business operations, all on top of secure metadata and data lake. Rubrik’s offerings also include Predibase to help further secure and deploy GenAI while delivering exceptional accuracy and efficiency for agentic applications.
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Inclusion @ RubrikAt Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.
Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
Our inclusion strategy focuses on three core areas of our business and culture:Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.
Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at [email protected] if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
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