Job Description

We're looking for a Principal, Renewal Operations & Strategy — a senior individual contributor who will own the health, performance, and integrity of our entire renewal portfolio. This is not a people-management role; it's a high-impact expert track position for someone who wants to shape how a fast-growing B2B SaaS company renews, retains, and grows its customer base at scale.

You'll sit at the intersection of Analytics, Governance & Policy, and Sales Process — the person every team turns to when they need to understand what's happening across renewals, why it's happening, and what to do about it. You won't just report on the portfolio; you'll define the rules, systems, and playbooks that make it run well.

What You'll Own

Renewals Analytics

- Build and maintain the single source of truth for renewal performance: gross/net retention, churn, downgrade, price increase, and expansion metrics across segments.
- Design forecasting, cohort models and early-warning indicators to flag at-risk accounts before they become losses.
- Partner with BI/Data teams to build self-serve dashboards for CS, Sales, and Finance leadership.
- Translate portfolio data into a clear narrative for exec and board-level reporting

️ Governance & Policy

- Own and evolve the renewal policy framework — pricing floors, discount guardrails, auto-renewal terms,



contract exception handling
- Establish approval workflows and controls to ensure renewal deals are compliant, consistent, and auditable
- Act as the escalation point for non-standard renewal terms, balancing commercial flexibility with policy discipline
- Partner with Legal and Finance to keep renewal policy aligned with contractual and revenue-recognition requirements

⚙️ Sales Process

- Design and continuously improve the end-to-end renewal motion — from renewal notice through quote, negotiation, and close
- Define playbooks, stage gates, and SLAs for the renewals sales process inside the CRM
- Identify friction points in the renewal funnel and drive process or tooling fixes (Salesforce, CPQ, renewal automation platforms)
- Enable and train renewal managers/AEs on process changes, new tools, and policy updates

What Success Looks Like

- Renewal leadership can answer any portfolio question — retention, risk, pipeline — within minutes, not days
- Renewal policy is documented, consistently applied, and requires minimal ad-hoc exception handling
- The renewal sales process is measurably faster and more predictable quarter over quarter
- You are the trusted, go-to authority on "how renewals work here" across Sales, CS, Finance, and Legal

📌 Principal, Renewal Operations & Strategy (Madrid)
🏢 Nexthink
📍 Madrid