Principal, Renewal Operations & Strategy

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

We're looking for a Principal, Renewal Operations & Strategy — a senior individual contributor who will own the health, performance, and integrity of our entire renewal portfolio. This is not a people-management role; it's a high-impact expert track position for someone who wants to shape how a fast-growing B2B SaaS company renews, retains, and grows its customer base at scale.

You'll sit at the intersection of Analytics, Governance & Policy, and Sales Process — the person every team turns to when they need to understand what's happening across renewals, why it's happening, and what to do about it. You won't just report on the portfolio; you'll define the rules, systems, and playbooks that make it run well.

What You'll Own

Responsibilities

Build and maintain the single source of truth for renewal performance: gross/net retention, churn, downgrade, price increase, and expansion metrics across segments.; Design forecasting, cohort models and early-warning indicators to flag at-risk accounts before they become losses.; Partner with BI/Data teams to build self-serve dashboards for CS, Sales, and Finance leadership.; Translate portfolio data into a clear narrative for exec and board-level reporting; Own and evolve the renewal policy framework — pricing floors, discount guardrails, auto-renewal terms, contract exception handling; Establish approval workflows and controls to ensure renewal deals are compliant, consistent, and auditable; Act as the escalation point for non-standard renewal terms, balancing commercial flexibility with policy discipline; Partner with Legal and Finance to keep renewal policy aligned with contractual and revenue-recognition requirements; Design and continuously improve the end-to-end renewal motion — from renewal notice through quote, negotiation, and close; Define playbooks, stage gates, and SLAs for the renewals sales process inside the CRM; Identify friction points in the renewal funnel and drive process or tooling fixes (Salesforce, CPQ, renewal automation platforms); Enable and train renewal managers/AEs on process changes, new tools, and policy updates; Renewal leadership can answer any portfolio question — retention, risk, pipeline — within minutes, not days; Renewal policy is documented, consistently applied, and requires minimal ad-hoc exception handling; The renewal sales process is measurably faster and more predictable quarter over quarter; You are the trusted, go-to authority on "how renewals work here" across Sales, CS, Finance, and Legal

Requirements

7+ years in Revenue Operations, Renewals, Sales Operations, or Deal Desk within B2B SaaS; Proven experience owning renewal/retention analytics — comfortable building models, not just reading dashboards; Hands-on experience designing or governing commercial policy (pricing, discounting, contract terms); Deep fluency in CRM and renewal tooling (Salesforce required, CPQ or renewal automation platforms a strong plus); A track record of designing sales processes that people actually adopt; Excellent judgment for balancing policy rigor with commercial pragmatism; Strong executive communication skills — you can brief a CRO as easily as you can debug a workflow with an AE

Nice to have

Experience with SQL or BI tools (Looker, Tableau, Power BI); Background in Deal Desk or contract compliance; Experience scaling renewal processes through hypergrowth (Series C+ or post-IPO)

Benefits

Impact without the overhead — shape strategy and policy at a senior level without managing headcount; Cross-functional visibility — direct exposure to Sales, CS, Finance, Legal, and executive leadership; Build, don't just maintain — this role is being created to bring order and rigor to a growing renewal motion, you'll define how it works