Renewals Subscription Analytics Manager

Summary

Join ServiceNow as a Renewals Subscription Analytics Manager to ensure contract accuracy, entitlement compliance, and smooth transitions into new subscription terms. Partner with Renewals, Sales, Customer Success, and Deal Desk teams to ensure every renewal is correctly structured and aligns with licensing agreements and ServiceNow policies. Validate renewal quotes and orders, resolve licensing discrepancies, and conduct pre-renewal compliance reviews. Analyze customer usage data to identify licensing gaps and provide insights for structuring renewals. Improve usage tracking and reporting, support internal audits, and act as a bridge between various teams. Identify process inefficiencies and recommend improvements, supporting automation and training internal teams on best practices.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 3+ years of experience in renewals operations, SaaS contract management, licensing compliance, or customer account support, preferably in an enterprise software environment
• Strong understanding of SaaS subscription models, renewal workflows, and entitlement structures, with experience ensuring compliance with contract terms
• Proven track record of managing renewal processes, including validation of quotes, contract reviews, and identifying compliance gaps before execution
• Advanced proficiency in CRM tools, BI tools for tracking renewals, analyzing usage data, and generating compliance reports
• Experience collaborating with Renewals, Sales, Customer Success, Deal Desk, and Finance teams to align on contract entitlements and drive renewal accuracy
• Strong verbal and written communication skills, with the ability to present complex licensing and compliance findings to internal stakeholders and customers
• Detail-oriented and analytical problem solver, capable of identifying contract discrepancies, entitlement risks, and opportunities for revenue optimization
• Experience with process improvement and automation, leveraging AI or data-driven tools to enhance efficiency in renewal and compliance workflows

Responsibilities

• Validate renewal quotes and orders to ensure they align with customer entitlements, contract terms, and usage data
• Work closely with Renewals, Sales, Deal Desk, and Customer Success to proactively resolve discrepancies in licensing, usage, and contract terms before renewal execution
• Ensure that all renewal transactions comply with SaaS licensing policies, pricing models, and entitlements
• Conduct pre-renewal compliance reviews, ensuring customers are correctly licensed and any necessary true-ups or adjustments are factored into the renewal
• Monitor and enforce Day 1 compliance by verifying that customers have the correct entitlements and access to their subscribed services immediately after renewal
• Analyze customer usage data to ensure accurate entitlements and identify any potential gaps in licensing
• Partner with Business Intelligence teams to improve usage tracking and reporting, helping sales teams understand and act on compliance risks
• Identify underutilized entitlements or overages, providing insights to help structure renewals correctly
• Support internal audits and compliance checks, ensuring the accuracy of renewal contracts against actual usage patterns
• Act as the bridge between Sales, Renewals, Deal Desk, and Compliance teams, ensuring all parties have accurate entitlement and usage information before the renewal closes
• Identify inefficiencies in renewal compliance processes and recommend improvements to enhance accuracy and reduce manual effort
• Support the automation of compliance and entitlement validation to streamline the renewal process
• Participate in User Acceptance Testing (UAT) for system updates that impact renewal processing and entitlement compliance
• Train and support internal teams on best practices around renewal structuring, compliance checks, and entitlement validation

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs