Vice President, Global

Overview

About the Role:We are seeking an experienced and strategic Vice President, Global Renewals to lead and scale our worldwide renewal organisation. This executive leader will own the global retention strategy, renewal operations, forecasting discipline, and commercial renewal performance across our customer base.

Reporting to the Chief Customer Officer, Feli Luis, the VP, Global Renewals will be responsible for driving Gross Revenue Retention (GRR), minimising churn, increasing renewal uplift, and ensuring predictable, scalable renewal outcomes.

The ideal candidate combines deep expertise in renewals, customer success, sales operations, and commercial negotiations with a proven ability to build high-performing global teams. This leader will partner closely with Sales, Customer Success, Finance, Legal, Pricing, Product, Deal Desk, and Executive Leadership to create customer centric renewal strategies that maximise long-term customer value while supporting company growth objectives.

• Develop and execute a comprehensive global renewals strategy focused on reducing customer attrition, improving retention, and driving long-term revenue growth.
• Establish multi-year plans to optimise renewal outcomes, customer lifetime value, and operational efficiency.
• Lead initiatives to proactively identify, manage, and mitigate churn risk across customer segments.
• Develop segmentation, risk-tiering, and account engagement strategies to improve renewal performance and customer outcomes.
• Drive continuous improvement through data-driven decision making, customer insights, and market analysis.

• Own the global end-to-end renewal motion, ensuring consistent execution, governance, and accountability across regions.
• Develop and implement renewal playbooks, policies, and best practices that create predictability and scalability.
• Lead complex strategic renewal negotiations and support executive-level customer engagements where required.
• Drive incremental revenue opportunities through price optimisation, contract expansions, cross-sell, and upsell motions integrated into the renewal process.

• Own the global renewal forecast and executive reporting cadence with a high degree of accuracy.
• Establish key performance indicators including:
  • Gross Revenue Retention (GRR)
  • Net Revenue Retention (NRR) support metrics
  • Renewal rate attainment
  • Cohort retention performance
  • On-time renewal rates
  • Churn reduction
  • Forecast accuracy
  • Renewal cycle times
• Deliver regular executive-level reporting on renewal pipeline health, risk exposure, retention trends, and performance against targets.
• Analyse customer, market, and operational data to identify opportunities to improve retention and drive business outcomes.

• Serve as the executive leader responsible for aligning stakeholders across Sales, Customer Success, Finance, Pricing, Legal, Product, IT, Operations, and Deal Desk teams.
• Lead executive renewal and attrition reviews to address business risks and ensure coordinated action plans for at-risk accounts.
• Partner closely with Sales and Customer Success leadership to ensure unified account strategies and customer engagement plans.
• Influence organisational policy, process, and system enhancements that improve the customer renewal experience and business performance.
• Act as a trusted advisor to executive leadership on customer retention strategy and operating performance.

• Drive process simplification, automation, and scale through improvements in CRM, contract lifecycle management (CLM), forecasting, and reporting systems.
• Establish governance, operational rigor, and quality standards across the renewals organisation.
• Improve renewal velocity and reduce friction through streamlined contracting, pricing approval, and internal engagement processes.
• Lead strategic programmes and transformation initiatives designed to increase retention, improve renewal efficiency, and enhance the customer experience.

• 20+ years of experience in Renewals, Customer Success, Sales,…