Staff Renewals Operations Manager - GitLab

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. Over 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.

An Overview of This Role

As a Staff Renewals Operations Manager at GitLab, you'll help own the operational engine that makes renewals predictable, measurable, and efficient at scale. Reporting to the Director of CX Operations, you'll be the Renewals team's go-to business partner for processes, tooling, forecasting and insights, consumption and subscription data, and the steps required to quote and close a renewal.

This is a senior individual contributor role with no direct reports. You'll lead through ownership and influence, connecting teams and workflows, turning ambiguous problems into clear next steps, and driving improvements that others across the revenue organization depend on.

What You'll Do

• Own and continuously improve the end-to-end renewal operating model; from renewal identification, assignment through risk management, quoting, through to close and post-renewal data hygiene processes.
• Develop and improve the operating cadences that guide the renewal business, with a focus on efficiency and process improvement.
• Define, maintain, and evolve retention reporting with cross-functional partners, including gross and net retention, churn and downgrade analysis, and the drivers behind each.
• Partner with Revenue Technology, Revenue Analytics, Finance, and other stakeholders to improve Salesforce and systems supporting CRM, subscription and entitlement records, quoting, orders, billing, and reporting.
• Simplify and scale the renewal motion through automation, standardized workflows, alerts, playbooks, and self-service insights.
• Support renewals planning and capacity management, including segmentation implementation, coverage models, productivity assumptions, and scenario planning.
• Own and mature the Renewal Operations case-management program, including intake, triage, routing, service-level visibility, and root-cause analysis.
• Document processes, mentor others on renewal operations, and contribute to broader Revenue Operations initiatives.

What You'll Bring

• Experience in Renewals Operations, Revenue Operations, Sales Operations, management consulting, strategy, or a similar analytical role with cross-functional initiative ownership.
• Hands-on experience with consumption and subscription renewal motions, including forecasting, retention reporting, and contractual mechanics.
• Strong critical thinking and structured problem-solving skills with the ability to break down ambiguous problems.
• Strong quantitative and analytical skills. Highly proficient in Excel or Google Sheets, with experience using SQL preferred.
• Systems thinking and experience using Salesforce for pipeline and renewals reporting.
• Sound commercial judgment and understanding of renewal complexity (co-terming, amendments, expansions, downgrades, price changes, multiyear agreements, auto-renewals).
• Strong cross-functional collaboration and stakeholder influence without direct authority.
• Curiosity, sound judgment, and a bias toward action.

How GitLab Supports Full-Time Employees

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave