Global Head of Renewals - SaaS

One of Ashby’s core principles is continuous improvement https://www.ashbyhq.com/blog/culture/ashbys-operating-principles#8---implement-continuous-improvement — exceptional customer experiences are built through principled systems, strategic vision, and disciplined execution at scale. When you combine that with our principle of caring deeply about our customers, we're continuously thinking 'what's a better way to accomplish this'. This is one of the reasons we're thrilled to be hiring a Global Head of Renewals to lead our post-sales renewal engine; helping us scale with discipline, operational rigor, and a consistently high bar for the customer experience. Ashby’s growth, retention, and customer trust are best-in-class. We serve thousands of customers, from early-stage startups to sophisticated enterprise organizations, and our Net Revenue Retention (NRR) is a critical driver of our business. As we continue to scale, Contract Management plays a pivotal role in enabling expansion while maintaining a transparent customer experience. This role is a senior, revenue-critical leadership position responsible for building and scaling Ashby’s global renewal function. ABOUT THE ROLE As the Global Head of Renewals, you will own Ashby’s renewal engine across all customer segments and lead a centralized, global team of Contract Managers. Your mandate is to drive NRR while maintaining strong pricing discipline, rigorous renewal forecasting, and a transparent, principled commercial experience for our customers. You will partner closely across Customer Success, Sales, Finance, Legal, and Revenue Operations to build the systems, processes, and team required to support our increasingly sophisticated customer base. A core element of this role is hiring and scaling the team — setting clear expectations, inspecting outcomes, coaching toward excellence, and maintaining a consistently high performance bar as we grow. This role reports directly to the VP of Customer Success and operates with significant executive visibility. WHAT YOU’LL DO LEAD & SCALE A HIGH PERFORMING CONTRACT MANAGEMENT ORGANIZATION - Lead and scale a centralized global Contract Management team (currently 9, will be 15+ by end of this year) - Hire, coach, and develop managers and individual contributors, evolving our current role definitions, performance standards, and career paths - Further refine performance metrics and accountability mechanisms tied directly to NRR, GRR, forecast accuracy, and pricing discipline - Foster a culture of ownership, accountability, and principled decision-making - Surface renewal insights that inform go-to-market strategy, pricing decisions, and customer lifecycle improvements OWN GLOBAL RENEWAL OUTCOMES - Own renewal outcomes across all customer segments, including retention, seat growth, and expansion at renewal, with NRR as the primary success metric - Ensure renewals are executed consistently and predictably, aligned with long-term customer and business value - Partner closely with Sales to coordinate expansion opportunities at renewal, including upgrades across pricing tiers (e.g. Plus to Enterprise) - Own the evolution of renewal tooling, workflows, and forecasting rigor, ensuring accurate renewal projections and clear visibility into NRR performance - Build scalable renewal processes cross functionally that support Ashby’s growth while maintaining a high-quality commercial experience EVOLVE COMMERCIAL POLICY & PRICING DISCIPLINE - Partner with Revenue Operations, Finance, Contract Strategy, and Sales to maintain our current high standards with regard to pricing guardrails, discounting frameworks, and approval workflows - Maintain consistency and rigor in commercial decisions while enabling thoughtful flexibility when warranted - Uphold Ashby’s strong pricing discipline as we continue to scale upmarket ENABLE ENTERPRISE RENEWALS - As needed, oversee complex renewal motions, including multi-year agreements, procurement-heavy renewals, and custo