Note: The job is a remote job and is open to candidates in USA. Superhuman is an AI productivity platform on a mission to unlock the superhuman potential in everyone. As a CS Operations Manager for Renewals Programs, you will own the operational infrastructure behind Superhuman’s renewal motion, designing programs and processes to ensure renewals are consistent and scalable.
Responsibilities
- Build and own the auto-renew program for eligible accounts: eligibility criteria by segment, workflow configuration, exception handling, and ongoing monitoring
- Design, configure, and iterate on renewal email cadences in Outreach: timing logic, segment-specific messaging, and performance tracking in coordination with Lifecycle Marketing
- Define and operationalize segment-specific renewal strategies across SMB, CMM, and ENT: escalation thresholds, CSM involvement triggers, and differentiated renewal motions by account type
- Own partner renewal operations: process design, accountability tracking, and exception management for channel partner renewal flows
- Maintain the renewal playbook, escalation paths, and exception decision framework across all segments
- Support renewal forecasting accuracy in partnership with CS Analytics: close date hygiene, renewal category field maintenance, and pipeline data quality
- Act as the primary CS Ops point of contact for renewal-related work across Sales, Lifecycle Marketing, Finance, and the GTM tools team
Skills
- Has 4+ years of experience in go-to-market operations, with a strong preference for customer success or renewals-focused roles
- Has hands-on experience designing and running operational programs in a SaaS environment, not just supporting them
- Has experience with Outreach, Salesforce, and at least one CS platform (Hook, Gainsight, ChurnZero, or similar); comfortable building and configuring tools directly without a systems team behind them
- Has experience with renewal or lifecycle program management: auto-renew logic, segment-specific playbooks, partner renewal flows, or similar
- Has strong process design instincts: can look at an informal, person-dependent motion and turn it into a documented, repeatable system
- Has a data-driven mindset: uses renewal rate data, pipeline accuracy metrics, and program performance signals to iterate and improve
- Has the ability to work cross-functionally and communicate clearly with CS leadership, Finance, and RevOps stakeholders
- Has strong project management and prioritization skills: comfortable managing multiple workstreams simultaneously in a fast-moving environment
- Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments
Benefits
- Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
- Disability and life insurance options
- 401(k) and RRSP matching
- Paid parental leave
- 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time
- Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
- Annual professional development budget and opportunities
Company Overview