Senior Director, Net Revenue Retention

Your role at Dynatrace

The Senior Director, Net Revenue Retention will serve as a critical component of the renewals leadership team, responsible for maximizing customer retention, optimizing renewal processes, and driving multi-million-dollar revenue outcomes across our global customer base. Reporting directly to the VP of Global Renewals, this leader is accountable for overseeing department strategy, execution, team leadership, and cross-functional collaboration to ensure customers continue to realize value throughout their lifecycle with us. 

 

This position drives NORAM/LATAM renewal strategy and global operations, integrating commercial acumen, cross-functional leadership, customer-centric execution, and data-informed decision making to maximize revenue and retention. 

Remote within the U.S.; candidates located within 45 miles of Boston, Denver, or Detroit will follow a hybrid schedule.

Key Responsibilities 

• Define and execute strategies that maximize renewal rates and recurring revenue aligned with DT growth objectives. 

• Own end-to-end renewal lifecycle, driving operational excellence and accountability for meeting and exceeding revenue targets. 

• Oversee the renewal process to ensure the achievement of revenue targets. 

• Translate long-term company strategies into actionable renewal goals, business plans and performance metrics 

• Lead rigorous analysis of renewal performance and customer data to uncover trends, forecast revenue, and inform strategic decisions 

• Cultivate and expand executive-level relationships with key customers to secure loyalty and contract continuity 

• Address customer concerns and negotiate renewal terms. Resolve complex renewal negotiations and commercial escalations with a focus on value, retention and long-term partnership 

• Build and lead a high performing global renewals organization – fostering a culture of ownership, impact and continuous improvement. 

• Optimize renewal processes, systems and tools to drive maximal scalability and efficiency 

• Champion cross-functional collaboration with Sales, Customer Success, Services and Legal to ensure seamless customer lifecycle integration. 

• Design and implement programs to reduce churn, increase customer lifecycle value and improve satisfaction across segments. 

• Establish formal mechanisms for capturing feedback to understand customer needs and improve satisfaction. 

• Ensure all renewals activities adhere to contractual, legal and compliance standards. 

• Monitor market trends and competitive dynamics to proactively adjust renewal approaches and maintain strategic edge. 

• Identify opportunities for upselling and cross-selling during the renewal process. 

• Be an influential leader, engage at the Sales Geo VP level and at the Executive levels within our customer base.  

• Analyze renewal trends and risk indicators to develop proactive mitigation and expansion strategies. 

• Partner with Revenue Operations and Finance to forecast renewals pipeline, measure performance, and improve predictability. 

What will help you succeed

Minimum requirements 

10+ years experience in enterprise SaaS, including 5+ years leading renewal and/or account management, or customer success teams at scale. 

 

Preferred requirements 

• 15+ years of experience in SaaS, with at least 5 years leading renewals teams, customer success, or account management teams at scale. 

• Proven success leading high-velocity, data-driven renewals motions in complex environments in a global remit. 

• Deep understanding of the customer lifecycle in a hybrid GTM model. 

• Demonstrated commitment to data, process improvement and operational rigor in a fast paced setting.  

• Passion for AI, observability, and helping customers realize value in complex technical environments. 

• Proven success driving high customer retention and revenue growth in a global, high-volume B2B environment. 

• Deep understanding of enterprise software sales cycles, subscription and usage-based pricing models, and customer lifecycle economics. 

• Strong commercial acumen with experience in renewal forecasting, contract negotiation, and upsell/cross-sell alignment. 

• Demonstrated commitment to data, process improvement, and operational rigor in a fast-paced environment. 

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