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Global Head of Renewals

Austin, Texas; San Francisco Bay Area, California

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships, and digital waiver processes.

But here's the best part: our team. We're a group of 300+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.

We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard, and let's create some unforgettable experiences together at ROLLER!

About the Role

ROLLER is hiring a Global Head of Renewals to lead and scale our global renewals function and drive predictable, durable recurring revenue growth. This role owns renewals strategy, execution, and outcomes across all customer segments—ensuring strong Gross Revenue Retention (GRR), high Net Revenue Retention (NRR), and an exceptional renewal experience.

Beyond retention, this role is a critical growth lever for ROLLER. You will embed cross-sell and upsell motions into the renewal lifecycle, particularly as new products and capabilities are rolled out. By leveraging renewal moments as natural expansion opportunities, you will unlock incremental bookings growth while deepening customer value and platform adoption.

You will design and lead a segmented renewals motion, where Renewal Managers fully own renewals and expansion for SMB and Mid-Market customers, and partner closely with Account Executives on renewals and expansion for Enterprise and Strategic accounts. This role requires strong commercial judgment, operational discipline, and cross-functional leadership across Sales, Customer Success, Finance, Product, Pricing, Marketing, RevOps, and Legal.

What You’ll Do

Renewals Strategy, Segmentation & Expansion

  • Define and own ROLLER’s global renewals strategy across SMB, Mid-Market, Enterprise, and Strategic segments.

  • Design and operationalize a segmented renewals motion with clear ownership models by segment.

  • Embed structured cross-sell and upsell motions into renewal workflows to drive incremental bookings and NRR.

Renewals Forecasting, Predictability & Planning

  • Own monthly, quarterly, and annual forecasting for GRR and NRR, including churn, contraction, and expansion drivers.

  • Provide clear, proactive visibility into renewal risk and expansion opportunities.

  • Ensure renewals forecasts are fully integrated into company-wide revenue and financial planning.

Capacity, Coverage & Org Design

  • Build and maintain renewals capacity models by segment, accounting for account volume, contract complexity, renewal cycle times, and expansion potential.

  • Design and continuously optimize renewals coverage models, including account-to-Renewal-Manager ratios and rules of engagement with AEs.

  • Partner with Finance and RevOps on headcount planning, productivity assumptions, and investment decisions.

Compensation & Incentives

  • Design and evolve renewals compensation and incentive structures that balance retention, expansion, and customer experience.

  • Align incentives to drive desired outcomes, including GRR, NRR, on-time renewals, and expansion bookings.

  • Partner with Finance, Sales leadership, and People teams to model, implement, and govern compensation plans globally.

Enterprise & Strategic Deal Partnership

  • Partner closely with Sales leadership and Account Executives on complex Enterprise and Strategic renewals and multi-product expansions.

  • Provide deal strategy, pricing guidance, and risk mitigation support for high-value, high-complexity renewals.

  • Ensure tight alignment between renewals motions, account plans, and long-term expansion strategy.

Product, Pricing & Feedback Loops

  • Establish structured feedback loops between Renewals, Product, and Pricing using renewal data and customer insights.

  • Identify patterns in churn, contraction, discounting, and expansion resistance to inform:

    • Product roadmap prioritization

    • Packaging and bundling strategy

    • Pricing, discounting, and contract term optimization

  • Deliver data-driven recommendations that directly improve GRR, NRR, and customer lifetime value.

Team Leadership & Enablement

  • Build, lead, and scale a high-performing global team of Renewal Managers aligned to segment-specific motions.

  • Develop enablement, playbooks, and coaching frameworks that support both transactional and consultative renewal and expansion conversations.

  • Establish clear performance standards, career paths, and development plans within the renewals organization.

Operational Excellence & Tooling

  • Own the end-to-end design and evolution of renewals processes, ensuring they are scalable, efficient, and customer-friendly.

  • Develop and operationalize automated and low-touch renewal motions at scale, particularly for SMB and Mid-Market customers.

  • Define which renewals require automated, pooled, or high-touch approaches based on value, complexity, and expansion potential.

  • Partner with RevOps and IT to optimize Salesforce, CPQ/CLM, billing, and analytics tooling to support renewals execution, forecasting accuracy, and expansion.

  • Continuously improve renewal efficiency, cycle times, cost-to-renew, and customer experience through data-driven process optimization.

What We’re Looking For

  • 12+ years of experience in SaaS renewals, customer success, revenue operations, or GTM leadership roles, ideally with global scope.

  • Proven experience building and leading a renewals organization with measurable improvements in GRR, NRR, and forecast accuracy.

  • Deep expertise in renewals forecasting, capacity modeling, coverage design, and compensation structures.

  • Strong commercial and negotiation skills, particularly in complex Enterprise and Strategic renewals.

  • Demonstrated ability to drive cross-sell and upsell motions, especially tied to new product launches.

  • Experience partnering closely with Finance, Product, Pricing, Sales, and Legal teams.

  • Exceptional analytical, operational, and executive communication skills.

  • Hands-on experience with Salesforce, CPQ/CLM tools, and analytics platforms.

  • Bonus: background in Strategy Consulting, Investment Banking, or similar analytical roles.

Why This Role Matters

The Global Head of Renewals owns one of ROLLER’s most important growth engines. This role ensures revenue is predictable, customers continue to realize value, and renewals become a scalable platform for expansion. You will directly influence retention, growth, and how ROLLER monetizes its expanding product portfolio.

 

Perks!

  • You'll get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
  • 4 ROLLER Recharge days per year (When we hit our goals each quarter, we take a well-earned day off together to relax, recharge, and celebrate our wins).
  • Engage in our 'Vibe Tribe' - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns...you name it. We're willing to make it happen!
  • Team Member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
  • 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
  • Work with a driven, fun, and switched-on team that likes to raise the bar in all we do!
  • Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

 

What You Can Expect

  1. Initial call with our Talent Acquisition Manager
     You’ll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
  2. Interview with our Chief Revenue (CRO)
     You will get to meet with our CRO to learn more about the role & ROLLER whilst also talking through your experience in more detail
  3. Loop Interviews
     This is where you will get to meet our wider ROLLER team to do a ‘vibe check’ on us to make sure our culture & vibe meet what you are looking for!

 

 

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