An overview of this role

As a Renewals Strategy Manager, you'll be a key strategic partner to GitLab's Renewal Management and Customer Success teams, turning complex data into clear decisions that improve how we retain and grow customers. You'll report to the Director of Customer Experience (CX) Strategy and own the renewal analytics and forecasting motions that give CX and Sales leaders confidence in the pipeline, clarity on churn and expansion drivers, and early warning on at-risk accounts. In your first year, you'll shape and refine global renewal forecasting processes, build and maintain renewal health scoring models, and surface actionable insights that drive measurable improvements in renewal performance and operational efficiency across our direct and channel motions. You'll work closely with Revenue Operations, Sales Operations, and IT to improve systems and automation, using tools like Salesforce, business intelligence platforms, SQL, and spreadsheets to support a data-driven, customer-first operating model.

What you'll do

• Analyze weekly, monthly, and quarterly renewal pipelines across direct and channel motions to surface trends, gaps, and opportunities.
• Drive the global renewal forecasting process, improving accuracy by integrating customer health insights and predictive analytics.
• Develop, refine, and maintain renewal health scoring models that highlight early risk indicators and inform intervention strategies.
• Translate churn attribution, expansion patterns, and renewal performance data into clear insights and action plans for Customer Success and Renewals leadership.
• Identify, design, and implement process improvements and automation that enhance data quality, reduce manual effort, and increase operational efficiency.
• Partner with Revenue Operations, Sales Operations, IT, and CX teams to improve systems, data flows, and reporting that support scalable renewals motions.
• Create and deliver regular business reviews, dashboards, and presentations that clearly communicate renewal performance and recommendations to senior stakeholders.
• Champion a data-driven culture within the Renewals organization by sharing best practices, setting analytical standards, and supporting adoption of new tools and workflows.

What you'll bring

• Experience in renewals, customer success, revenue operations, or strategy and analytics roles where you have supported go-to-market teams.
• Background driving strategic projects that improved renewal, retention, or expansion outcomes in a recurring revenue or SaaS environment.
• Proficiency in renewal forecasting, pipeline analysis, and business analytics, including translating data into clear business recommendations.
• Advanced Salesforce skills, including building complex reports, dashboards, custom report types, and calculated fields.
• Hands-on experience with business intelligence tools such as Tableau, Sisense, Looker, or similar platforms.
• Strong quantitative analysis skills using SQL and Excel or Google Sheets for data modeling, trend analysis, and performance tracking.
• Effective communication skills with the ability to present complex analysis to senior leadership in a clear, actionable way.
• Ability to influence without direct authority, manage cross-functional projects, and build collaborative relationships across teams and regions, with openness to candidates who bring transferable skills from adjacent domains.

About the team

The Customer Experience Strategy team at GitLab is a small, high-impact partner to our broader Customer Experience organization, focused on steering the end-to-end customer journey from initial purchase through adoption, renewal, expansion, and advocacy. The team works across Customer Success Architects, Customer Success Managers, Customer Success Engineers, and Renewals leaders to align strategy, data, and operations, collaborating asynchronously with CX leadership and go-to-market partners in multiple regions. We own and evolve key CX frameworks such as customer journey maps, voice of customer programs, segmentation and coverage models, and CX analytics to reduce friction across touchpoints, improve customer satisfaction and retention, and scale a customer-first operating model. As a Renewals Strategy Manager, you'll sit at the intersection of this work and our Renewals organization, helping to build clearer renewal insights, more predictable forecasting, and more scalable processes that support long-term customer value.