Director, Global Enterprise Renewals

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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As our Senior Director of Global Renewals, you will be a trusted advisor to sales and customer success, leading a global team of renewal managers responsible for renewing all PagerDuty Enterprise customers. As a strategic and operational leader, you will be responsible for driving revenue growth by maximizing upselling, cross-selling, and renewal opportunities. The Renewal Management team operates in a shared service model for PagerDuty, balancing between directly negotiating and owning the renewal process, while also playing a coaching and supporting role for the account executives as needed, ensuring best practices are adhered to. You have a significant opportunity to design and implement new processes that drive better predictability. Data will be an important tenant to profile customers, manage teams, and optimize results, including predictive analytics to forecast churn and downgrades.

The ideal candidate is expected to bring deep experience in leading renewal teams in a modern SaaS corporation, strong negotiation strategies, and a demonstrable ability to leverage data science and analytics to drive accurate forecasting and churn mitigation.

Key Responsibilities:

• Be a trusted advisor to Sales and Customer Success leadership.
• Drive constant evolution of best practices and adherence to renewal methodology across all key functions
• Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting and enhancing customer trust and achieving or exceeding churn and uplift targets.
• Maximize account growth opportunities by ensuring that their team is playing an active role on the extended account team and helping to identify incremental opportunities upon contract renewal.
• Own, drive, and manage the renewal process in collaboration with all internal stakeholders, including the data science team.
• Take a lead role in collaborating with internal resources (Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, Field Leadership) to develop comprehensive ‘win’ renewal strategies.
• Ensure that your team effectively identifies customer requirements, uncovers roadblocks, and demonstrates strong account management and commercial capabilities to drive renewal events to on-time closure and customer success.
• Provide executive management with complete visibility to renewals, solicit executive involvement as required; communicate risks clearly, and take the lead in developing resolution strategies.
• Weekly forecast meetings with the team to drive forecasting excellence and accuracy and ongoing mentoring and development of best practices across the team.
• Ensure that your team adheres to best practices for all internal processes, including, but not limited to: Opportunity Management, Data Quality/Accuracy, and Quotations, and accurately maintain a rolling 120-day forecast of renewals.
• The success metrics in this role will include lowering churn and downgrades, and increasing renewal rates and contract term length.

Skills and Attributes:

• Proven record in strong organizational, operational, and analytical skills.
• Demonstrated ability to look at large data sets and synthesize them into key trends that have actionable mitigation in partnership with data scientists.
• Previous experience of leading, developing, and mentoring a team for Success in a SaaS company.
• Possess exceptional negotiation skills that allow for value-based contract negotiations at the CXO level. Be an effective mentor to pass these skills to your team via regular training and coaching sessions.
• Proven track record of overachievement of quota and KPIs.
• Excellent financial acumen, process, and policy management skills.
• Strong customer management skills, including soft skills.
• Ability to demonstrate a strategic mindset to enable persuasive conversations with customers.

Minimum Qualifications:

12+ years of professional experience in Sales, Account Management, and Operations.

4-year degree.

Preferred Qualifications:

MBA

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 tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our San Francisco office 1 – 2 days per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is 157,000 – 240,000 USD. This role may also be eligible for bonus, commission, equity, and/or 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.

Not sure if you qualify?

Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you’re new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

• Champion the Customer | Put users first to design great products and experiences.
• Run Together | Build strong teams that amplify our impact on users.
• Take the Lead | Disrupt and invent to be the first choice for users.
• Ack + Own | Take ownership and action to deliver more efficiently to users.
• Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site

Your package may include:

• Competitive salary
• Comprehensive benefits package from day one
• Flexible work arrangements
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days – scheduled company-wide paid days off in addition to PTO
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Paid parental leave – up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• HibernationDuty – an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
• Paid volunteer time off – 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.

PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.