Senior Renewal Manager

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.

About the Role

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.

What You'll Do

• 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

What You Bring

Required:

• 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 Have:

• Public sector experience
• Experience with consumption-based pricing models

The base salary range for this position is 78,400 - 107,800 USD. This role is eligible for commission, and 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.

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts!

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Syd