Want to help shape what comes next at a successful, fast-growing software company?
Company Overview
At Poppulo, we help the world’s leading organizations reach every employee, wherever they work.
For a large, distributed workforce, that’s harder than it sounds. Today’s workforce is spread across offices, factories, retail stores, hospitals and other frontline locations. No single communication channel can reach everyone. Poppulo brings those channels together in one AI-powered employee experience platform, helping companies deliver relevant communications wherever their people are located .
More than 10,000 organizations trust us to connect with their workforce across email, mobile, intranet, Microsoft Teams, and digital signage. Our communications reach more than 50 million employees worldwide, and the platform delivers content to more than 600,000 digital signs around the globe. We also help employees engage with their company, celebrate one another’s contributions, and stay connected wherever they work.
We know there’s no such thing as a “perfect” candidate— we’re all works in progress, picking up new skills as we go. So apply even if you don’t tick every box. We want people who see things differently—because that’s how we see things too.
Job Summary
The Director, Global Renewals, is responsible for defining and executing the global renewals strategy to drive customer retention, expansion, and revenue predictability. This leader oversees global renewals performance and the development of scalable retention motions, including digital-first engagement for long-tail customers. The role combines commercial accountability, people leadership, and operational discipline to maximize customer lifetime value.
Primary Responsibilities
Global Leadership & Strategy
Set and execute the global renewals vision and strategy, aligned with Poppulo’s corporate and revenue objectives .
Own global outcomes for renewal rates, churn forecasting accuracy, contract value growth, and multi-year deal penetration.
Present renewal performance, risks, and insights to executive leadership and inform business planning and forecasting cycles.
Serve as a senior escalation point for complex renewals, strategic negotiations, and executive-level retention efforts.
People Leadership
Lead, coach, and develop global Renewals leaders and managers, with clear performance expectations and accountability.
Provide leadership for scaled Customer Success Associates where this function falls within the role’s remit, aligning renewal and customer engagement teams.
Build leadership capability through hiring, coaching, succession planning, and career development.
Partner with Customer Success and People teams to align coverage models and team capacity with customer segmentation and growth priorities.
Scaled Customer Success & Retention Programs
Define a scalable engagement strategy for long-tail customers, combining one-to-many digital programs with targeted high-touch intervention.
Oversee retention playbooks using customer health signals, product adoption insights, early-warning triggers, and at-risk escalation paths.
Sponsor automated customer communications, enablement campaigns, webinars, and other programs that improve adoption and time-to-value.
Measure the effectiveness of scaled engagement and translate customer feedback into improvements in retention strategy and customer experience.
Operational Excellence
Oversee the global renewals operating model, standardizing renewal playbooks, processes, and execution discipline.
Establish governance for renewal pipeline health, churn forecasts, coverage, risk identification, and performance reporting.
Partner with Finance and Revenue Operations on ARR reporting, pricing guidelines, CRM data quality, and commercial controls.
Drive improvements in Salesforce, Customer Success platforms, dashboards, analytics, and automation to increase accuracy and efficiency.
Cross-Functional Collaboration & Commercial Growth
Collaborate with…