Sr Director Atlas Renewals Management

We’re building the AI-driven future of customer success, from retention to growth!

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.

About This Role:

We’re looking for a full-time Sr Director Atlas Renewals Management to join our Corporate Development/ Atlas reporting to the EVP & GM. This role is a remote role based in the USA.

In this role, you'll play a key role in building and scaling Gainsight's AI-Native Retention-as-a-Service business by owning the full delivery operation for renewals — from standing up team structures and playbooks to managing customer relationships and driving measurable retention outcomes. This is a great opportunity for someone with a learning mindset who thrives in a fast-moving, early-stage environment and enjoys working cross-functionally with teams like Product, Engineering, Revenue Operations, Customer Success, and Sales. The ideal candidate brings strong skills in renewal operations, forecasting, and building scalable delivery models in AI-enabled environments.

What You'll Do:

Build and Run the Delivery Operation

• Operate day-to-day execution of renewals across the delivery team and managed service partner

• Manage capacity, coverage, and team structures across customer portfolios

• Ensure delivery meets defined service levels, quality standards, and customer expectations

• Translate strategy into workflows, playbooks, and execution frameworks

• Continuously iterate early-stage motions into repeatable, scalable playbooks as the business grows

Own Retention Outcomes

• Drive gross revenue retention across assigned portfolios, with focus on scaled long-tail renewals

• Deliver consistent, data-driven renewal forecasting

• Identify and resolve risks early with gap plans; establish clear escalation standards

• Proactively bring action plans to customers that get ahead of known process gaps

Manage Customer Relationships

• Build multi-level customer relationship maps to effectively engage with supporters and decision makers

• Deliver recurring exec-level performance updates and quarterly business reviews

• Continuously seek scope growth aligned with performance and capability

• Influence change and improvements through best practices

Build and Develop the Team

• Hire and develop Renewal Managers and frontline operators as growth scales

• Establish clear accountability for performance, productivity, and outcomes

• Design the internal team model that scales alongside the AI delivery layer

• Maintain execution discipline across a distributed organization

Drive Operational Rigor

• Leverage leading KPIs to influence lagging performance metrics

• Define how work is allocated across AI agents and human operators

• Standardize processes to reduce variability and improve consistency

• Enforce pricing, concessions, and escalation guardrails

Partner Across Functions

• Work with Product and Engineering to improve workflows, tooling, and AI agent capability

• Partner with Revenue Operations on forecasting, reporting, and systems

• Align with Customer Success and Sales on engagement and escalation models

This role may require occasional travel for team meetings, training, or company events.This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

What Success Looks Like

• Renewal delivery is a scalable practice within high-volume long-tail segments and pushing capabilities higher into customer tiers, with clear accountability and quality standards in place

• GRR performance is on target, with forecasting accuracy improving quarter over quarter

• Expanding scope size and scale with customers through proven success

• The AI-human delivery model is documented, iterable, and growing in predictability as AI training models improve

• The team is structured, performing, and the foundation is set for the next wave of customers and hiring

• Playbooks and workflows exist — captured, documented, and repeatable

What We're Looking For:

Must-Have Skills & Experience

• 10+ years in management of renewals, customer success, or managed service delivery with direct ownership of retention and forecasting outcomes

• Experience operating in AI-enabled environments, including AI agents, work automation, and human-in-the-loop workflows — OR demonstrated ability to ramp quickly into this model

• Proven ability to stand up and scale operational processes in early-stage, start-up mindset or evolving environments

• Strong operational discipline across service levels, forecasting, quality management, and performance accountability

• Experience managing distributed or global delivery teams, including outsourced or nearshore models

• Background of direct engagement with Deal Desk, Pricing, or Quoting operations managing pricing and concessions in a renewals context

• Demonstrated ability to build feedback loops that improve workflows, tooling, and delivery performance — not just apply existing rules

• Experience leading multi-product renewal motions across varied pricing models and contract structures

Nice-to-Have Skills & Experience

• Understanding of enterprise SaaS renewals — segmentation, forecasting methodologies, and retention drivers

• Understanding of how Customer Success, Sales, Product, and Finance align to drive retention outcomes

Why You’ll Love It Here:

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.

• The starting base salary range for this role is $200,000 – $215,000 USD annually. This role is also eligible for commission based on performance and participation in Gainsight’s equity program. Actual compensation may vary based on factors such as skills, experience, and location.

• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.

Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

Our Parody Videos: No explanation needed. Just watch them here!

If this sounds like the right role for you, we’d love to hear from you.

Additional Information:

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact [email protected].

If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.