Senior Manager, Renewals Subscription Analytics

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Must be located in Waltham, MA or San Diego, CA.

ServiceNow is seeking a strategic and results-driven Senior Manager of Renewals Subscription Analytics to lead a team of Renewals Subscription Analysts. This leader will oversee renewal sales processes, ensure entitlement accuracy, and drive operational excellence across global renewal operations. The ideal candidate will excel in stakeholder management, team development, and continuous process optimization. They will collaborate cross-functionally with Renewals, Sales, Customer Success, Deal Desk, and Validation teams to ensure renewal accuracy, licensing alignment, and revenue retention.

Responsibilities:

Team Leadership & Development

· Lead, mentor, and develop a global team of Renewals Subscription Analysts, fostering a culture of accuracy, accountability, and continuous improvement

· Provide coaching and career development plans to enhance team performance and operational impact

· Set clear performance goals and KPIs, regularly evaluating progress and addressing gaps

Renewal Strategy & Execution

· Oversee the end-to-end renewal readiness process, ensuring timely validation of quotes, entitlement alignment, and contract accuracy

· Establish best practices for usage verification, entitlement validation, and risk assessments

· Partner with senior stakeholders to develop renewal strategies that align with business objectives and ensure proper usage verification from contract renewal

Operational Excellence & Process Optimization

· Identify and drive process improvements to streamline renewal operations, reducing manual effort and enhancing accuracy

· Lead automation initiatives for usage checks and entitlement validation, leveraging AI and data-driven tools

· Oversee User Acceptance Testing (UAT) for system updates impacting renewal workflows and entitlement accuracy

Stakeholder Collaboration & Communication

· Serve as the primary point of contact for Renewals, Sales, Deal Desk, Validation, and Customer Success teams regarding renewal analytics

· Ensure alignment across functions on entitlement structures, usage insights, and validation requirements

· Provide executive-level reporting on renewal performance, usage risks, and process improvement outcomes

Risk Management & Usage Verification

· Manage internal reviews and usage assessments, ensuring all renewal contracts meet SaaS licensing expectations

· Implement governance processes to monitor and ensure correct usage validation at the beginning of each new term

· Proactively identify risks related to underutilization or overages and provide strategic recommendations for optimization

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 7+ years of experience in renewals operations, SaaS contract management, licensing validation, or subscription analytics
• 3+ years of people management experience, leading high-performing, cross-functional teams in an enterprise software environment
• Deep understanding of SaaS subscription models, licensing validation frameworks, and entitlement management
• Proficiency in CRM platforms, BI tools for usage analysis, and reporting
• Proven ability to lead global teams, manage change, and drive cross-functional collaboration
• Strong communication skills with experience presenting complex data and usage insights to senior leadership of various adjacent teams
• Exceptional analytical abilities to interpret complex usage data, identify risks, and recommend actionable solutions
• Strong attention to detail with a proactive approach to resolving entitlement discrepancies and contract issues
• Experience leading process improvement initiatives and driving operational efficiency through automa