CS Operations Manager, Renewals Programs (Pacific Time Zone)

Superhuman offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs.

Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Coda’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here.

As a CS Operations Manager, Renewals Programs, you will own the end-to-end operational infrastructure behind Superhuman’s renewal motion. You will design the programs, processes, and tooling that make renewals consistent, measurable, and scalable across every segment of our business. This is a generalist CS Operations Manager role with renewals as your primary and immediate area of ownership. You will be expected to own your own tool configuration and bring the operational self-sufficiency to execute without a systems team behind you.

In this role, you will:

• 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

• 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.

Superhuman offers all team members competitive pay along with a benefits package encompassing the following and more:

• 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

Superhuman takes a market-based approach to compensation, so base pay may vary by location. Our US locations are categorized into two compensation zones based on proximity to our hub locations.

Base pay may vary considerably depending on job-related knowledge, skills, and experience. The expected salary ranges for this position are outlined by compensation zone and may be modified in the future.

At Superhuman, we value our differences, and we encourage all to apply—especially those whose identities are traditionally underrepresented in tech organizations. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Superhuman is an equal opportunity employer and a participant in the US federal E-Verify program (US). We also abide by the Employment Equity Act (Canada).