Senior Renewal Manager

PagerDuty

7h•Hybrid

About The Position

We're seeking an experienced Senior Renewals Manager to drive successful renewals for our largest and most complex customer accounts. You'll manage a high-value portfolio of multi-business unit customers with ARR exceeding $100K, ensuring seamless renewal processes while identifying growth opportunities. You will be responsible for software renewal revenue and retention for your assigned accounts.

Requirements

3-5 years experience in renewals, account management, inside sales, or Customer Success at a SaaS company
Track record managing high-value renewals ($100K+ ARR accounts)
Expert knowledge of Salesforce CRM and complex quoting processes
Strong understanding of SaaS pricing models and ability to articulate value
Excellent written and verbal communication skills across phone, email, and web meetings
Strong interpersonal skills with ability to build and maintain customer and colleague relationships
Self-motivated, organized self-starter who can work remotely and independently while being part of a team
Experience managing multi-business unit customer portfolios
Knowledge of IT operations and IT development organizations, systems, and tools
Experience with contract negotiations and legal requirements

Nice To Haves

Public sector experience
Experience with consumption-based pricing models

Responsibilities

Own the subscription renewals process for assigned customers, managing 6-month renewal cycles with accurate 3-month forecasting
Generate complex quotes, proposals, and renewal order forms
Develop and execute negotiation strategies that maximize contract value while enhancing customer trust
Proactively notify customers of renewals, price increases, and auto-renewals
Lead account team meetings, create close plans, and track action items
Identify and mitigate renewal risks early, developing risk mitigation plans and managing downsells and churn with Customer Success Managers
Drive upsells through add-ons, automation, and services cross-sells, engaging Account Executives as needed
Collaborate across sales operations, engineering, customer success, contracts, and legal teams
Manage account mergers to rationalize pricing and offers
Maintain accurate information in Salesforce for accounts, opportunities, contacts, renewal pipeline, and forecast
Identify operational improvements in renewal processes

Benefits

Competitive salary
Comprehensive benefits package
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs