Senior Renewal Manager, PagerDuty

• 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
• 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

Desirable

• 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
• 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