Commercial Operations Director

Sobre a oportunidade

About AnywhereNow

Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights.

Our commitment to innovation, customer focus, and accountability drives our success. Our portfolio includes Dialogue Cloud, Deepdesk (AI Agent Assist), and Tendfor, delivering cutting-edge capabilities across Microsoft Teams environments and enterprise CX platforms.

Position Summary

The Commercial Operations Director owns the commercial engine of the post-sale customer lifecycle, renewals, pricing, deal desk, invoicing, and order-to-cash for AnywhereNow’s SaaS portfolio. You’ll protect and grow contract value, safeguard margin, and convert earned revenue into cash, combining commercial leadership, negotiation strength, and operational rigour.

You’ll lead the renewals and revenue-operations function and personally manage and negotiate the most difficult, complex, and at-risk renewals, working across Customer Success, Sales, Finance, and Legal to secure timely, profitable outcomes and a frictionless billing experience for customers. The role is deliberately designed to balance effectiveness, efficiency, and cost across the commercial operation.

Requirements

Key Responsibilities

Renewals Management & Negotiation

Own the end-to-end renewals process, forecasting, pipeline, administration, and on-time execution across the customer base

Personally lead and negotiate difficult, complex, high-value, and at-risk renewals, including multi-year, escalated, and competitively contested deals

Develop renewal playbooks, negotiation strategies, concession frameworks, and save plays to de-risk and retain at-risk accounts

Partner with Customer Success and Sales to surface renewal risk early and maximise gross and net revenue retention

Pricing, Deal Desk & Commercial Governance

Own pricing execution, discount governance, and the deal desk for non-standard and complex commercial terms

Review and approve quotes, price uplifts, and contract terms to protect unit economics and gross margin

Maintain price books, packaging, and approval matrices, and ensure compliance with commercial policy

Provide commercial modelling and deal guidance on high-stakes negotiations

Billing, Invoicing & Order-to-Cash

Own accurate, on-time sales invoicing and the full order-to-cash cycle

Drive billing accuracy, revenue-recognition alignment with Finance, and clean contract-to-invoice hand-offs

Reduce Days Sales Outstanding (DSO) and accelerate cash collection in partnership with Finance

Resolve billing and pricing queries quickly to protect the customer experience

Revenue Processes, Systems & Data

Establish a single source of truth for renewals, contract, and commercial data

Deliver renewal, retention, pricing, and cash forecasts and reporting to leadership

Continuously improve process efficiency, cycle times, and cost-to-serve

Retention & Cross-functional Alignment

Translate customer sentiment and account-health signals into proactive renewal and pricing action

Align Sales (hand-offs, expansion), Customer Success (adoption, advocacy), Finance (rev-rec, DSO), and Legal (terms) around commercial outcomes

Feed pricing, churn, and win/loss insight back into commercial and product strategy

Team Leadership & Operational Excellence

Lead, coach, and scale the Commercial Operations and renewals team

Establish and own KPIs (renewal rate, GRR / NRR, DSO, invoice accuracy, and cycle time)

Instil a disciplined, data-driven operating rhythm balanced for effectiveness, efficiency, and cost

Escalate only the largest strategic renewals to the COO with a clear recommendation

Core Competencies

Negotiation & Renewals Expertise

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.

Commercial & Financial Acumen

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.

Revenue Operations & Systems

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.

Customer-Centric Retention Mindset

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.

Data-Driven Decision Making

Uses forecasting, analytics, and reporting to inform renewal strategies, pricing decisions, and cash-flow optimisation.

• Comfortable with commercial modelling, business cases, and scenario analysis.

Stakeholder Management & Influencing Skills

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.

Leadership & Execution

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.

Experience & Profile

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

Information Security Responsibilities

All employees are responsible for supporting and maintaining the organisation’s information security standards. This includes:

Adhering to all applicable information security policies, procedures, and guidelines at all times

Protecting company, customer, and partner data from unauthorised access, disclosure, alteration, or loss

Using company systems, devices, and networks in a secure and compliant manner

Promptly reporting any suspected or actual security incidents, breaches, or vulnerabilities to the appropriate team

Completing mandatory information security and data protection training as required

Ensuring that confidential information is handled and stored securely in line with company policies and legal requirements

Failure to comply with information security responsibilities may result in disciplinary action

Highlights

Lead renewals, pricing, deal desk, billing and revenue operations for a growing SaaS business. Drive retention, protect margins, optimise cash flow and build a high-performing commercial ops team.

Originally posted on Himalayas