Overview
PagerDuty is seeking an experienced Manager, Scalable Renewals to lead our Renewal Managers and drive customer retention excellence across our long-tail, high-volume portfolio. In this role, you will oversee the subscription renewal process for a diverse set of customers guiding the development and execution of tailored renewal strategies that maximize contract value and optimize the overall efficiency of our renewals process. As a key member of our customer-centric organization, you will inspire your team to exceed performance goals and build lasting customer relationships in a fast-paced, high-growth environment.
Key Responsibilities
This person is accountable for the overall performance of the renewals team with a special focus on the long-tail, high-volume segment. In this role, you will:
- Renewal Process Oversight:
Oversee the end-to-end subscription renewal process across a broad spectrum of customer accounts, ensuring seamless execution whether the deal is highly customized or part of a streamlined, high-volume workflow. Develop standardized procedures and digital tools to efficiently service long-tail accounts while ensuring an exceptional customer experience.
- Performance Metrics Management:
Champion and drive key performance metrics by focusing on net retention, on-time renewals, and multi-year renewals. You will be responsible for continuously monitoring and improving revenue retention across renewals, ensuring that renewals are executed on schedule to minimize churn risks, and proactively securing multi-year renewal agreements to enhance long-term contract value and financial stability.
- Team Leadership and Development:
Lead, mentor, and develop an existing team of high performing Renewal Managers. Equip your team with best practices and specialized tools required to manage a diverse portfolio, ensuring that every customer receives the attention needed to sustain high retention rates.
- Risk Management & Negotiation Strategy:
Identify potential risks and challenges specific to high-volume, long-tail accounts, and implement efficient mitigation strategies. Develop scalable negotiation and engagement approaches that balance automation with personalized outreach, thus maximizing value from every segment while maintaining strong customer relationships.
- Cross-functional Collaboration:
Partner with Customer Success, Sales, Operations, Legal, and Finance teams to smoothly coordinate renewal activities across the entire customer portfolio. Tailor engagement strategies to address unique challenges presented by long-tail accounts.
- Data-driven Decision Making:
Oversee the collection and analysis of renewal data in Salesforce, segmenting insights by account type to optimize strategies and ensure accurate renewal forecasts. Develop and track key performance indicators (KPIs) across both segments to inform ongoing process improvements and risk mitigation efforts.
Basic Qualifications
To be successful in this role, you should have:
- A minimum of 3–5 years of experience in renewals, account management, customer success, or a similar customer-facing role, with at least 1–2 years in a leadership or supervisory capacity.
- A strong understanding of subscription-based business models and demonstrated success in managing diverse customer portfolio
- Excellent interpersonal and communication skills, with the ability to articulate strategy and performance expectations clearly across various teams and senior leadership.
- A data-driven mindset with robust analytical skills and proficiency in using Salesforce CRM or similar platforms for tracking customer data and renewal activities.
- A proactive, results-oriented approach with the ability to manage multiple priorities in a fast-paced environment while ensuring attention to detail.
Preferred Qualifications
Our ideal candidate also possesses:
- Experience working in technology or SaaS organizations, with a firm grasp of the nuances and challenges associated with high-volume renewal processes.
- A track record of successfully managing and scaling teams through change initiatives, with a focus on enhancing processes.
- Familiarity with IT operations and software development environments, enabling you easily understand PagerDuty’s value proposition.
- A bachelor's degree or equivalent practical experience in business, marketing, or a related discipline.
- Fluent English is required
- Availability to work 4 day per month into our Santiago office
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 tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
For external applicants, including employee referrals, this role is expected to come into our Santiago office 4 times per month, so they can thrive in their new role and fully embrace being a Dutonian!
