Director of Global Renewals, Poppulo
$125-170k
Plus variable compensation Plus Company performance-related bonus
Customer & employee communications experience software
Job no longer available
Customer & employee communications experience software
501-1000 employees
Job no longer available
$125-170k
Plus variable compensation Plus Company performance-related bonus
501-1000 employees
Company mission
To help businesses connect people, systems, and ways of working to deepen relationships and move forward together.
Role
Who you are
- 12+ years of experience in SaaS or IT renewals, revenue management, or customer success leadership, with at least 5+ years managing global teams
- Proven track record of leading at scale — delivering best-in-class renewal rates, accurate forecasts, and measurable contract value growth
- Deep analytical acumen with the ability to translate complex data into actionable business insights
- Exceptional executive communication and negotiation skills; comfortable influencing at C-level internally and externally
- Expertise in CRM and renewals platforms (Salesforce required; ChurnZero or similar a plus)
- Demonstrated success in leading organizational transformation and driving process excellence
- Strong leadership presence, capable of inspiring distributed teams and building organizational alignment across geographies
- Highly organized, detail-oriented, and disciplined in operational execution with a strategic, growth-oriented mindset
What the job involves
- The Director of Global Renewals is responsible for defining and executing the global renewals strategy to drive customer retention, expansion, and revenue predictability.
- This role leads a worldwide organization of Renewals Managers and senior leaders, ensuring operational excellence and consistent delivery against churn forecasts, renewal rate targets, contract value growth initiatives, and multi-year deal (MYD) penetration goals
- Success in this position requires visionary leadership, deep operational discipline, and strategic collaboration across the business to maximize customer lifetime value and support Poppulo’s long-term growth strategy
- Set and execute the global renewals vision and strategy, aligned with Poppulo’s corporate and revenue objectives
- Own key global outcomes:
- Churn forecasting accuracy (accountable for overall number)
- Renewal rate achievement against AOP targets
- Contract Value Growth across all customer segments
- Multi-year deal penetration to strengthen retention and revenue visibility
- Lead the global Renewals leadership team, driving consistent adoption of scalable processes, data-driven decision-making, and best-in-class renewal execution
- Present renewal performance, risks, and insights to the Executive Leadership Team, ensuring proactive alignment with business planning and forecasting cycles
- Serve as a senior escalation point for complex negotiations and customer retention efforts at the executive level
- Collaborate cross-functionally with Customer Success, Sales, Finance, and Legal to optimize commercial strategy, renewal motions, and lifecycle value realization
- Lead, coach, and empower a global team of Renewals leaders and managers to achieve and exceed KPIs
- Foster a high-performance, data-informed culture that emphasizes accountability, collaboration, and customer centricity
- Drive professional development, leadership readiness, and succession planning across the global organization
- Partner with HR and Operations to scale global renewals coverage models, ensuring alignment with customer segmentation and growth strategy
- Recruit and develop top talent, building organizational depth to support future growth and evolving business needs
- Oversee the global renewals operating model, ensuring standardization, process rigor, and continuous improvement
- Establish and govern renewal forecasting, analytics, and reporting frameworks, providing full visibility into pipeline health, coverage, and risk
- Partner with Finance and Revenue Operations to validate pricing, optimize commercial guidelines, and ensure compliance with global standards
- Drive innovation in automation, analytics, and tooling (Salesforce, dashboards, forecasting models) to improve accuracy, scalability, and efficiency
- Identify and operationalize cross-sell and upsell opportunities by leveraging customer insights and working closely with Customer Success and Sales leadership
- Gross Renewal Rate (GRR) and Net Renewal Rate (NRR)
- Churn Forecast Accuracy
- Contract Value Growth %
- Multi-Year Deal Penetration %
- Timely Renewal Closure %
- Renewals Forecast Coverage
Our take
Poppulo delivers the world’s first communications experience platform, Poppulo Harmony, that unites multiple communications channels in one content creation and publishing experience. Through the Harmony platform, businesses can improve both internal and external communications, improving employee engagement and the customer experience.
Poppulo was first launched as an email marketing solution, but it underwent a dramatic rebranding in order to focus on internal communications. This move proved successful, with the company going on to serve thousands of businesses including Santander, Rolls-Royce and Asos. In 2021, a merger with Four Winds saw Poppulo valued at around $1 billion, establishing it as a major player in the communications market.
It was in 2022 that Poppulo released the Harmony platform, adding customer communication capabilities to its employee engagement toolkit, and becoming a one-stop-shop for all its clients' communication needs. Having already secured a significant foothold, the company has been focused on furthering its international expansion while building out its executive team. A round of layoffs in 2023 is certainly not good news, but it does appear to be a result of the wider economic situation rather than anything else.
Steph
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (1 round)
Jan 2019
$35m
LATE VC
Total funding: $35m
Company benefits
- 401K
- Healthcare including dental & vision plans
- Remote-friendly working
- Flexible working hours
- Flexible PTO
- Opportunity to grow and progress
- Great working environment
- ClassPass membership
- Wellbeing programs
- Office events and socials
- Top of the range toolset
Company HQ
Civic Center, Denver, CO
Leadership
Andrew O'Shaughnessy
(CEO)Previously worked as an Independent Consultant for companies including Intel. Was Chairman of the Irish Internet Association.
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