Principal, Renewal Operations & Strategy

Nexthink; Madrid; On-site; EUR 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Private Health Insurance

Meal vouchers

Gym subscription

Relocation package

Unlimited vacation

Job summary

Nexthink is seeking a Principal, Renewal Operations & Strategy to own the health, performance, and integrity of the renewal portfolio. This is a senior individual contributor role focused on shaping renewal strategy, policies, and analytics across Sales, CS, Finance, and Legal.

You will craft forecasting models, dashboards, and playbooks, partnering with BI and data teams to enable fast, informed decisions.

Qualifications

• 7+ years in Revenue Operations, Renewals, Sales Operations, or Deal Desk within B2B SaaS.
• Proven experience owning renewal/retention analytics and building models.
• Deep fluency in CRM and renewal tooling (Salesforce required; CPQ or renewal automation platforms a plus).
• Track record of designing sales processes that people actually adopt.
• Excellent judgment balancing policy rigor with commercial pragmatism.

Responsibilities

• Build and maintain the single source of truth for renewal performance across retention metrics.
• Design forecasting, cohorts, and early-warning indicators for at-risk accounts.
• Partner with BI/Data teams to build self-serve dashboards for CS, Sales, and Finance leadership.
• Own and evolve the renewal policy framework—pricing floors, discount guardrails, auto-renewal terms.
• Establish approval workflows to ensure renewal deals are compliant and auditable.
• Act as escalation point for non-standard renewal terms and policy exceptions.
• Collaborate with Legal and Finance to align renewal policy with contracts and revenue recognition.
• Design and improve the end-to-end renewal motion from notice through quote, negotiation, and close.
• Define playbooks, stage gates, and SLAs for renewals inside the CRM.
• Identify friction points in the renewal funnel and drive tooling fixes.

Skills

Revenue Operations

Renewals

Sales Operations

Deal Desk

CRM (Salesforce)

Tools

Salesforce

CPQ

Looker

Tableau

Power BI

Job description

Principal, Renewal Operations & Strategy

• Full-time
• Department: Renewal Specialist
• Dept: Renewal Specialist
• Division: General Administration

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 applicationor network, before employees notice the issue. As the first solutionto 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 millionemployees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

#LI-Hybrid

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

• 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.
• 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

What Success Looks Like

• 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

What You Bring

• 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
• 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)

Why Join Us

• 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

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real‑time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and likea nice atmosphere, lots of challenges, and having fun while working, this isa great opportunityfor you!

Check what we offer:

• Permanent Contract and a competitive compensation package.
• Amazing centrally locatedoffices near the Bernabeu Stadium.
• Private Health Insurance (Sanitas) and daily meal vouchers of 11 EUR.
• Hybrid work model balancing office and remote work.
• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 23 days of holidays we offer)plus 3 company-paid volunteer days.
• Up to 25 EUR per month for a gym subscription.
• Reimbursement of up to 50% of the cost of English & Spanish classes.
• Regular company and team events like Pizza talks, Team Building activities, Christmas parties, hosting Meetups at the office and more!
• Bonusesfor referring successful hires after three months of continuous employment.
• We offer a relocation package to people who are coming from another country.

Please note that not all the benefits listed above are available for temporary, contract, and internship roles.To ensure you have the most up-to-date information, we recommend checking with your Recruitment Partner.