Commercial Operations Director

• 8+ years in commercial operations, revenue operations, renewals, or senior account management within SaaS
• Demonstrable, hands-on track record negotiating difficult, high-value, and complex renewals and commercial terms
• Experience owning renewals, pricing / deal desk, and/or order-to-cash at scale
• Strong systems fluency (CRM, CPQ, billing / subscription platforms) and commercial modelling
• Experience leading and scaling teams in a mid-size (~€40m ARR) SaaS environment
• Commercially astute, numerate, and customer-oriented, with excellent negotiation and stakeholder skills

Success Indicators (First 12–24 Months)

• Renewal rate and gross / net revenue retention improved and predictable
• Difficult and at-risk renewals consistently secured or improved through structured negotiation
• Pricing and discount governance embedded, with margin protected on non-standard deals
• DSO reduced, and invoicing accuracy and timeliness improved
• Quote-to-cash automated, with commercial data trusted as a single source of truth
• A high-performing Commercial Operations function balanced for effectiveness, efficiency, and cost

• Proven ability to manage and negotiate difficult, complex, and at-risk renewals, consistently delivering profitable outcomes.
• • Skilled in objection handling, concession strategy, and multi-stakeholder negotiations in high-pressure environments.
• • Strong track record of protecting and expanding contract value throughout the renewal lifecycle.
• Strong understanding of key SaaS metrics, including ARR, GRR, NRR, churn, DSO, cost-to-serve, and gross margin.
• • Expertise in pricing strategy, packaging, discounting, and deal economics.
• • Ability to assess commercial decisions and clearly articulate their financial impact.
• Deep understanding of quote-to-cash and order-to-cash processes.
• • Proficient in CRM, CPQ, billing, subscription management, and renewals platforms.
• • Focused on process optimisation, automation, data integrity, and operational efficiency.
• Balances commercial objectives with customer experience and long-term retention goals.
• • Leverages customer health indicators and voice-of-customer insights to drive proactive commercial action.
• • Champions a seamless billing and renewal experience as a core business objective.
• Uses forecasting, analytics, and reporting to inform renewal strategies, pricing decisions, and cash-flow optimisation.
• • Comfortable with commercial modelling, business cases, and scenario analysis.
• Communicates effectively with executive, commercial, finance, legal, and customer-facing
• stakeholders.
• Builds alignment across Sales, Customer Success, Finance, and Legal to achieve shared commercial outcomes.
• • Confident and credible presence in customer-facing negotiations and strategic discussions.
• Proven experience leading commercial operations, revenue operations, or renewals teams.
• • Demonstrates a strong delivery mindset with accountability for revenue growth and cash performance.
• • Equally comfortable operating at both strategic and hands-on execution levels.