Renewals Subscriptions Analytics Manager

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 detail-oriented and analytical Renewals Subscription Analytics Manager to support the renewal sales process by ensuring contract accuracy, entitlement compliance, and seamless transitions into new subscription terms. This role acts as a critical partner to Renewals, Sales, Customer Success, and Deal Desk teams, ensuring that every renewal is structured correctly, aligns with licensing agreements, and meets ServiceNow policies including that customers renew in compliance at the beginning or the new term.
What you get to do in this role:
Renewal Readiness & Entitlement Compliance

• Validate renewal quotes and orders to ensure they align with customer entitlements, contract terms, and usage data
• Work closely with Renewals, Sales, Deal Desk, and Customer Success to proactively resolve discrepancies in licensing, usage, and contract terms before renewal execution
• Ensure that all renewal transactions comply with SaaS licensing policies, pricing models, and entitlements
• Conduct pre-renewal compliance reviews, ensuring customers are correctly licensed and any necessary true-ups or adjustments are factored into the renewal
• Monitor and enforce Day 1 compliance by verifying that customers have the correct entitlements and access to their subscribed services immediately after renewal

Usage Verification & Risk Assessment

• Analyze customer usage data to ensure accurate entitlements and identify any potential gaps in licensing
• Partner with Business Intelligence teams to improve usage tracking and reporting, helping sales teams understand and act on compliance risks
• Identify underutilized entitlements or overages, providing insights to help structure renewals correctly
• Support internal audits and compliance checks, ensuring the accuracy of renewal contracts against actual usage patterns
• Process Optimization & Stakeholder Collaboration
• Act as the bridge between Sales, Renewals, Deal Desk, and Compliance teams, ensuring all parties have accurate entitlement and usage information before the renewal closes
• Identify inefficiencies in renewal compliance processes and recommend improvements to enhance accuracy and reduce manual effort
• Support the automation of compliance and entitlement validation to streamline the renewal process
• Participate in User Acceptance Testing (UAT) for system updates that impact renewal processing and entitlement compliance
• Train and support internal teams on best practices around renewal structuring, compliance checks, and entitlement validation

Process Optimization & Stakeholder Collaboration

• Act as the bridge between Sales, Renewals, Deal Desk, and Compliance teams, ensuring all parties have accurate entitlement and usage information before the renewal closes
• Identify inefficiencies in renewal compliance processes and recommend improvements to enhance accuracy and reduce manual effort
• Support the automation of compliance and entitlement validation to streamline the renewal process
• Participate in User Acceptance Testing (UAT) for system updates that impact renewal processing and entitlement compliance
• Train and support internal teams on best practices around renewal structuring, compliance checks, and entitlement validation

Qualifications
In order 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
• 3+ years of experience in renewals operations, SaaS contract management, licensing compliance, or customer account support, preferably in an enterprise software environment
• Strong understanding of SaaS subscription models, renewal workflows, and entitlement structures, with experience ensuring compliance with contract terms
• Proven track record of managing renewal processes, including validation of quotes, contract reviews, and identifying compliance gaps before execution
• Advanced proficiency in CRM tools, BI tools for tracking renewals, analyzing usage data, and generating compliance reports
• Experience collaborating with Renewals, Sales, Customer Success, Deal Desk, and Finance teams to align on contract entitlements and drive renewal accuracy
• Strong verbal and written communication skills, with the ability to present complex licensing and compliance findings to internal stakeholders and customers
• Detail-oriented and analytical problem solver, capable of identifying contract discrepancies, entitlement risks, and opportunities for revenue optimization
• Experience with process improvement and automation, leveraging AI or data-driven tools to enhance efficiency in renewal and compliance workflows

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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