CS Operations Manager, Renewals Programs

CS Operations Manager, Renewals Programs LocationRemote - United StatesEmployment TypeFull timeLocation TypeRemoteDepartmentManagedSalesCompensationZone 1$118K – $160KZone 2$106K – $145KSuperhuman offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs.About SuperhumanGrammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Superhuman Docs’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here.The OpportunityAs a CS Operations Manager, Renewals Programs, you will own the end-to-end operational infrastructure behind Superhuman’s renewal motion. You will design the programs, processes, and tooling that make renewals consistent, measurable, and scalable across every segment of our business. This is a generalist CS Operations Manager role with renewals as your primary and immediate area of ownership. You will be expected to own your own tool configuration and bring the operational self-sufficiency to execute without a systems team behind you.In this role, you will:Build and own the auto-renew program for eligible accounts: eligibility criteria by segment, workflow configuration, exception handling, and ongoing monitoringDesign, configure, and iterate on renewal email cadences in Outreach: timing logic, segment-specific messaging, and performance tracking in coordination with Lifecycle MarketingDefine and operationalize segment-specific renewal strategies across SMB, CMM, and ENT: escalation thresholds, CSM involvement triggers, and differentiated renewal motions by account typeOwn partner renewal operations: process design, accountability tracking, and exception management for channel partner renewal flowsMaintain the renewal playbook, escalation paths, and exception decision framework across all segmentsSupport renewal forecasting accuracy in partnership with CS Analytics: close date hygiene, renewal category field maintenance, and pipeline data qualityAct as the primary CS Ops point of contact for renewal-related work across Sales, Lifecycle Marketing, Finance, and the GTM tools teamQualificationsHas 4+ years of experience in go-to-market operations, with a strong preference for customer success or renewals-focused rolesHas hands-on experience designing and running operational programs in a SaaS environment, not just supporting themHas experience with Outreach, Salesforce, and at least one CS platform (Hook, Gainsight, ChurnZero, or similar); comfortable building and configuring tools directly without a systems team behind themHas experience with renewal or lifecycle program management: auto-renew logic, segment-specific playbooks, partner renewal flows, or similarHas strong process design instincts: can look at an informal, person-dependent motion and turn it into a documented, repeatable systemHas a data-driven mindset: uses renewal rate data, pipeline accuracy metrics, and program performance signals to iterate and improveHas the ability to work cross-functionally and communicate clearly with CS leadership, Finance, and RevOps stakeholdersHas strong project management and prioritization skills: comfortable managing multiple workstreams simultaneously in a fast-moving environmentHas a demonstrated ability to work independently with minimal guidance, proactively...