Overview

• The Renewals job family delivers to an essential moment in the customer journey, ensuring we can continue to deliver value and business outcomes by specializing in customer retention. In collaboration with sales, channel partners, customer success, and sales operations, this team will focus on successfully renewing customer subscriptions while providing a seamless customer experience. The role aims to deliver predictable and efficient renewals through a proactive management of the customers lifecycle.

What you'll do

• Collaborate with GitLab Account Executives, Customer Success Managers and extended team members to maintain and expand customer adoption in the US Public Sector & SLED Business
• Leveraging a renewal lifecycle framework, you will focus on seeking, mitigating and forecasting renewal risk. All while building rapport with customers via phone conversations and professional email correspondence.
• Create and manage quoting process in SalesForce, and ensure the operational workflow is completed through the Public Sector distributor and channel partners
• Manage high level of daily outbound and inbound communications and activities with a laser focus on driving on time customer renewals to prevent contractual gaps from outreach, quote to final procurement
• Escalate customer questions and issues to the appropriate support teams and oversee the project through to conclusion
• Accurately forecast opportunities via our SalesForce reports
• Ensure customer issues are acknowledged and resolved within 24 hours

What you'll bring

• 3+ years of experience in SaaS Renewal, ensuring timeliness and customer satisfaction
• Advanced proficiency in operating Salesforce (SFDC) for renewal tracking, customer interactions, and forecasting
• Experience in the US Public Sector preferred
• Strong communication and interpersonal skills
• Proven track record of exceeding renewal targets
• Ability to excel in a fast-paced, virtual team environment
• Strong attention to detail and organizational skills

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Unlimited PTO (paid time off)
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support

Hiring process

• Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters. Next, qualified candidates will be invited to interview with 2 - 4 team members. Next, qualified candidates will have a final interview with an executive. Additional details about our process can be found on our hiring page.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.