Renewal Operations Manager

This role is the operational backbone of Zoom’s Renewals function, responsible for transforming how the business forecasts, interprets, and acts on renewal and churn performance across a global, multi-geo post-sales organization. You will partner directly with Data Science, Analytics, Finance, Customer Success, and Renewals leadership to refine and scale an existing forecasting framework, surface leading indicators early, and build executive-ready insights that drive clear decisions and accountable outcomes.

This is a high-velocity environment where the expectation is to make an impact immediately: data ownership sits with partner teams, which means your ability to collaborate, influence without authority, and build trusted relationships is as important as your analytical depth. This is a hybrid position that requires on-site presence 2 days per week at our San Jose, CA office.

The Retention Operations team is part of Zoom’s broader post-sales organization, which spans deployment, Customer Success, and Renewals across four global theaters, each led by geo-focused Renewals leaders. The team’s mission is to bring structure, rigor, and accountability to a Renewals function that is actively maturing: building the standardized forecasting cadence, governance, and operational infrastructure that Zoom’s scale now demands. By aligning data, tooling, and process across cross-functional partners, Retention Operations enables Renewals leadership to make faster, more confident decisions that protect and grow Zoom’s recurring revenue base.

• Own end-to-end renewals and churn forecasting, including methodology refinement, model design, reporting, and operational cadence, serving as the primary point of contact for renewals forecasting in partnership with FP&A and Renewals leadership.
• Establish quarterly and half-year churn and renewals forecasts by synthesizing predictive models, historical performance, business signals, and field inputs into a bottoms-up, account-and-product-level outlook.
• Drive measurable improvement in forecasting accuracy as the primary lagging metric, identifying and closing gaps between early-quarter assumptions and in-quarter actuals.
• Continuously improve forecasting models in collaboration with Analytics and Data Science, incorporating leading indicators to increase accuracy, confidence, and visibility.
• Serve as a trusted advisor to Renewals leadership, developing an independent, data-backed view of business performance and constructively challenging forecast assumptions when data indicates a different outcome.
• Proactively identify and communicate material in-quarter changes based on shifts in model predictions, leading indicators, and business performance, independent of Renewal Manager (RM)-reported line of sight.
• Drive cross-functional alignment across Renewals, Customer Success, Sales, and Finance on forecast assumptions, account ownership, renewal timing, risks, and execution.
• Establish governance around renewal processes and programs, covering suspensions, account movement, deal hygiene, and end-to-end program performance tracking and optimization.
• Build executive-ready reporting and insights that clearly articulate forecast movement, churn and contraction risk, key drivers, forecast gaps, and required actions.
• Partner with Analytics and Data Science to evolve predictive capabilities, including churn-risk and renewal opportunity scoring, to improve prioritization and decision-making.
• Collaborate with Renewals leadership and Finance on long-range planning, capacity modeling, and target setting for the Renewals organization.
• Identify and lead process, tooling, and automation improvements that reduce manual effort, improve RM…