VP, Renewals and Operations

Intapp; New York (NY); On-site; USD 250,000 - 450,000; Full time

Job summary

Intapp is seeking a VP, Renewals and Operations to design and scale a renewals organization that preserves client trust while driving revenue growth. You will own strategy, playbooks, systems, and talent models across renewals and client success to operate as a single post‑sales system.

You’ll build a tiered renewals structure, define KPIs, and lead cross‑functional collaboration with sales, finance, and services. The role emphasizes data‑driven decision making and AI-enabled tooling.

Qualifications

• 15+ years in SaaS renewals, revenue operations, or customer success leadership.
• Demonstrated track record improving NRR and GRR at a growing B2B SaaS company.
• Deep fluency in renewals and CS operating mechanics — forecasting, health scoring, cadence design, tech‑touch models, and the systems that run them (e.g., Salesforce, Gainsight).
• Experience building cross‑functional processes that span sales, services, support, and success with influence.
• Comfort operating at both strategic and detailed levels, including multi‑year strategy and renewal risk assessment.

Responsibilities

• Own the renewals strategy and build a tiered renewals organization across major, enterprise, and mid-market segments.
• Set and deliver targets for NRR and GRR with rigorous forecasting and pipeline discipline.
• Design renewal outreach cadences and a tech‑touch model to scale coverage without harming the client experience.
• Build RACI, escalation paths, and risk scoring to clarify renewal ownership at every tier.

Skills

Renewals leadership

Revenue operations

Customer success leadership

Forecasting

Cross-functional collaboration

Data-driven decision making

Tools

Salesforce

Gainsight

Job description

About the role

Intapp’s Client Success and Support organization protects and grows the value clients get from Intapp. The VP, Renewals and Operations owns the strategy, systems, and team that turn client relationships into durable revenue — leading renewals as a standalone discipline while building the operational backbone that connects Client Success and Support into one coordinated post‑sales organization.

This is a build role. Intapp’s renewals motion is scaling alongside the company, and this leader will design the structure, playbooks, systems, and talent model that let renewals scale without breaking client trust — while creating the cross‑functional muscle that lets Success and Support operate as a single system rather than two adjacent teams.

What you’ll do

Own the renewals strategy

• Build and lead a tiered renewals organization across major, enterprise, and mid‑market segments, with the right ownership model, cadence, and playbook for each.
• Set and deliver against net revenue retention (NRR) and gross revenue retention (GRR) targets, with the forecasting rigor and pipeline discipline the executive team and board can rely on.
• Design renewal outreach cadences and a tech‑touch model that extends coverage efficiently as the client base grows, without diluting the client experience.
• Build the RACI, escalation paths, and risk‑scoring approach that make renewal ownership clear at every tier and every stage of the lifecycle.

Build the operations backbone

• Stand up the systems, data, and reporting that give Client Success and Support one shared view of client health, renewal risk, and growth opportunity.
• Own the renewals and client success technology stack — CRM and customer success platform configuration, data integrity, and the automation that removes manual work from the team.
• Define and track the KPIs that matter: NRR, GRR, renewal outreach cadence adherence, EBR/QBR coverage, support KPIs, and the health signals that predict churn before it happens.
• Partner with sales, finance, and revenue operations to align forecasting methodology, compensation design, and segment definitions across the post‑sales funnel.

Connect Client Success and Support

• Close the gaps between success, support, and renewals — building shared handoff processes, joint account plans, and escalation paths so accountability doesn’t fall through the cracks between teams.
• Partner with the services organization on the post‑sales handoff so implementation momentum carries cleanly into adoption, retention, and expansion.
• Champion the use of AI‑enabled tooling across the post‑sales organization to scale coverage and surface risk earlier.

Lead and develop the team

• Hire, coach, and grow a team of renewal managers and operations professionals.
• Build career paths and enablement that let the team grow with the business.
• Represent renewals and operations in executive and board‑level conversations on retention, growth, and post‑sales health.

What you bring

• 15+ years in SaaS renewals, revenue operations, or customer success leadership, including at least 5 years managing managers or building a function from the ground up.
• A demonstrated track record improving NRR and GRR at a growing B2B SaaS company, ideally one with multiple client segments or tiers.
• Deep fluency in renewals and CS operating mechanics — forecasting, health scoring, cadence design, tech‑touch models, and the systems that run them, such as Salesforce and customer success platforms like Gainsight.
• Experience building cross‑functional processes that span sales, services, support, and success — and the influence to make them stick without direct authority over every team involved.
• Comfort operating at both altitudes: setting multi‑year strategy and getting into the details of a single account’s renewal risk.
• Experience in vertical or regulated‑industry SaaS, such as legal, financial services, or professional services, is a plus.
• A direct, data‑driven communication style and the judgment to know when to elevate versus when to solve.

Why this role matters

Intapp serves professional firms in highly regulated industries, where trust drives renewal as much as product fit does. This role sits at the center of that relationship — with the mandate and the resources to build a renewals organization designed to scale with the company, and the cross‑functional reach to make Client Success and Support operate as one connected system.

Your actual base salary will be determined by factors such as relevant experience, geographic location, and internal equity. In addition to base salary, variable compensation and equity may also be included.

Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws.