Global Head

Overview

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference. Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships, and digital waiver processes.

We’re a global team of 300+ passionate professionals working together to build something remarkable. As we continue to grow, we’re excited to write our success story and have fun along the way.

ROLLER is hiring a Global Head of Renewals to lead and scale our global renewals function and drive predictable, durable recurring revenue growth. This role owns renewals strategy, execution, and outcomes across all customer segments—ensuring strong Gross Revenue Retention (GRR), high Net Revenue Retention (NRR), and an exceptional renewal experience. Beyond retention, this role is a critical growth lever for ROLLER.

You will embed cross-sell and upsell motions into the renewal lifecycle
, particularly as new products and capabilities are rolled out. By leveraging renewal moments as natural expansion opportunities, you will unlock incremental bookings growth while deepening customer value and platform adoption.

You will design and lead a segmented renewals motion
, where Renewal Managers fully own renewals and expansion for SMB and Mid-Market customers
, and partner closely with Account Executives on renewals and expansion for Enterprise and Strategic accounts
. This role requires strong commercial judgment, operational discipline, and cross-functional leadership across Sales, Customer Success, Finance, Product, Pricing, Marketing, Rev Ops, and Legal.

Renewals Strategy, Segmentation & Expansion

• Define and own ROLLER's global renewals strategy across SMB, Mid-Market, Enterprise, and Strategic segments.
• Design and operationalize a segmented renewals motion with clear ownership models by segment.
• Embed structured cross-sell and upsell motions into renewal workflows to drive incremental bookings and NRR.

Renewals Forecasting, Predictability & Planning

• Own monthly, quarterly, and annual forecasting for GRR and NRR, including churn, contraction, and expansion drivers.
• Provide clear, proactive visibility into renewal risk and expansion opportunities.
• Ensure renewals forecasts are fully integrated into company-wide revenue and financial planning.

Capacity, Coverage & Org Design

• Build and maintain renewals capacity models by segment, accounting for account volume, contract complexity, renewal cycle times, and expansion potential.
• Design and continuously optimize renewals coverage models, including account-to-Renewal-Manager ratios and rules of engagement with AEs.
• Partner with Finance and Rev Ops on headcount planning, productivity assumptions, and investment decisions.

Compensation & Incentives

• Design and evolve renewals compensation and incentive structures that balance retention, expansion, and customer experience.
• Align incentives to drive desired outcomes, including GRR, NRR, on-time renewals, and expansion bookings.
• Partner with Finance, Sales leadership, and People teams to model, implement, and govern compensation plans globally.

Enterprise & Strategic Deal Partnership

• Partner closely with Sales leadership and Account Executives on complex Enterprise and Strategic renewals and multi-product expansions.
• Provide deal strategy, pricing guidance, and risk mitigation support for high-value, high-complexity renewals.
• Ensure tight alignment between renewals motions, account plans, and long-term expansion strategy.

Product, Pricing & Feedback Loops

• Establish structured feedback loops between Renewals, Product, and Pricing using renewal data and customer insights.
• Identify patterns in churn, contraction, discounting, and expansion resistance to inform:
  • Product roadmap prioritization
  • Packaging and bundling strategy
  • Pricing, discounting, and contract term optimization
• Deliver data-driven recommendations that directly improve GRR, NRR, and customer lifetime value.

Team Leadership & Enablement

• Build, lead, and…