Renewal Operations Manager

Summary

Join ButterflyMX as a Renewal Manager and own the end-to-end customer renewal process, collaborating with Customer Success, Finance, and Sales teams. Develop and execute strategies to drive renewals, increase customer lifetime value, and identify upsell/cross-sell opportunities. Analyze renewal trends and data in Salesforce to support forecasting and strategic planning. Handle customer escalations and create documentation to improve renewal processes. This role requires a Bachelor's degree, 5+ years of experience in renewals or revenue operations (preferably in SaaS), strong analytical skills, advanced Salesforce proficiency, and excellent communication skills. The ideal candidate will be proactive, detail-oriented, and possess an entrepreneurial mindset with a passion for process improvement and customer success. Proven experience leveraging AI tools is also crucial.

Requirements

• Bachelor’s degree required; advanced degree or certifications in analytics, finance, or operations is a plus
• 5+ years of experience in renewals, revenue operations, preferably in a SaaS or subscription-based environment
• Strong analytical skills and comfort working with large datasets and renewal pipelines
• Advanced proficiency in Salesforce, including reporting, dashboards, and data management
• Experience with contract review and negotiation
• Strong interpersonal and communication skills, with the ability to collaborate across departments and at all levels
• Proactive, detail-oriented, and organized, with a focus on operational excellence
• Ability to thrive in a fast-paced, remote-first environment
• Entrepreneurial mindset with a passion for process improvement and customer success
• Proven experience with leveraging AI tools in both professional and personal settings

Responsibilities

• Own and optimize the end-to-end customer renewal process, including automation and scalability initiatives
• Collaborate cross-functionally with Customer Success, Finance and Sales to maximize retention and mitigate renewal risks
• Develop and execute strategies to drive renewals and increase customer lifetime value
• Analyze renewal trends, churn drivers, and pipeline data to support forecasting and strategic planning
• Manage and interpret data in Salesforce to ensure accuracy of renewal records, dashboards, and forecasting reports
• Identify upsell and cross-sell opportunities at the point of renewal and work with Sales/ CSM teams to execute
• Build and maintain a renewal analytics framework with key KPIs and reporting structures
• Handle customer escalations related to renewal terms, contract adjustments, and policy exceptions
• Create documentation and improve playbooks for the renewal process

Benefits

• Comprehensive Medical (ButterflyMX covers 90% of the cost), Dental, and Vision plans (ButterflyMX covers 100% of the cost) starting day 1
• 401(k) plan with a match
• 13 paid holidays, 25 PTO days
• Paid Family Leave
• Employee Assistance Program
• Quarterly self-care stipends
• Access to optional benefits including pre-tax flexible healthcare spending accounts (FSA and HSA), Dependent Care FSA, and Commuter Benefits, as well as optional Supplemental Life, AD&D, Hospital Indemnity, Disability, Legal, Accident, Critical Illness, Pet, and Personal Liability Insurance