• Own global SMB renewal strategy across all regions, aligned to company retention and growth goals • Build, lead, and develop a high-performing, globally distributed renewals organization • Define coverage models, capacity planning, and segmentation for high-velocity renewals • Establish clear KPIs, performance benchmarks, and operating cadence • Partner closely with Global CSM leadership to align on ownership models, engagement strategy, and customer outcomes across the lifecycle • Drive world-class gross and net retention across SMB and mid-market segments • Own renewal forecasting accuracy and cadence in partnership with Finance and RevOps • Lead renewal execution for short-cycle, high-volume deals with a focus on speed and scale • Collaborate with CSM leaders to proactively identify churn risk, expansion signals, and renewal readiness • Ensure clear handoffs and shared accountability between CSMs and Renewals teams • Design and optimize renewal processes that balance automation and human touch • Partner with RevOps to implement tooling, workflows, and playbooks (CRM, billing, automation) • Align renewal and CSM processes to ensure consistent data, visibility, and customer engagement • Drive continuous improvement through experimentation, A/B testing, and data insights • Work in close partnership with Global CSM leadership to define engagement models, renewal timing, and escalation paths • Partner with Rev Ops, Marketing and Sales Leadership on renewal ownership models and expansion alignment • Champion a customer-first mindset while protecting and growing recurring revenue • Coach leaders and frontline managers on deal strategy, negotiation, and customer outcomes • Build a culture of accountability, operational excellence, and cross-functional collaboration