As our Senior Director of Global Renewals, you will be a trusted advisor to sales and customer success, leading a global team of renewal managers responsible for renewing all PagerDuty Enterprise customers. As a strategic and operational leader, you will be responsible for driving revenue growth by maximizing upselling, cross-selling, and renewal opportunities. The Renewal Management team operates in a shared service model for PagerDuty, balancing between directly negotiating and owning the renewal process, while also playing a coaching and supporting role for the account executives as needed, ensuring best practices are adhered to. You have a significant opportunity to design and implement new processes that drive better predictability. Data will be an important tenant to profile customers, manage teams, and optimize results, including predictive analytics to forecast churn and downgrades. 

The ideal candidate is expected to bring deep experience in leading renewal teams in a modern SaaS corporation, strong negotiation strategies, and a demonstrable ability to leverage data science and analytics to drive accurate forecasting and churn mitigation. 

 

Key Responsibilities:

Be a trusted advisor to Sales and Customer Success leadership. Drive constant evolution of best practices and adherence to renewal methodology across all key functions Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting and enhancing customer trust and achieving or exceeding churn and uplift targets. Maximize account growth opportunities by ensuring that their team is playing an active role on the extended account team and helping to identify incremental opportunities upon contract renewal. Own, drive, and manage the renewal process in collaboration with all internal stakeholders, including the data science team. Take a lead role in collaborating with internal resources (Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, Field Leadership) to develop comprehensive 'win' renewal strategies. Ensure that your team effectively identifies customer requirements, uncovers roadblocks, and demonstrates strong account management and commercial capabilities to drive renewal events to on-time closure and customer success. Provide executive management with complete visibility to renewals, solicit executive involvement as required; communicate risks clearly, and take the lead in developing resolution strategies. Weekly forecast meetings with the team to drive forecasting excellence and accuracy and ongoing mentoring and development of best practices across the team. Ensure that your team adheres to best practices for all internal processes, including, but not limited to: Opportunity Management, Data Quality/Accuracy, and Quotations, and accurately maintain a rolling 120-day forecast of renewals. The success metrics in this role will include lowering churn and downgrades, and increasing renewal rates and contract term length.

 

Skills and Attributes:

Proven record in strong organizational, operational, and analytical skills. Demonstrated ability to look at large data sets and synthesize them into key trends that have actionable mitigation in partnership with data scientists. Previous experience of leading, developing, and mentoring a team for Success in a SaaS company. Possess exceptional negotiation skills that allow for value-based contract negotiations at the CXO level. Be an effective mentor to pass these skills to your team via regular training and coaching sessions. Proven track record of overachievement of quota and KPIs. Excellent financial acumen, process, and policy management skills. Strong customer management skills, including soft skills.  Ability to demonstrate a strategic mindset to enable persuasive conversations with customers.

 

Minimum Qualifications:

12+ years of professional experience in Sales, Account Management, and Operations.

4-year degree.

 

Preferred Qualifications:

MBA

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our San Francisco office 1 - 2 days per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is 157,000 - 240,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.