PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure.
Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.
Overview
PagerDuty is seeking an experienced Manager, Scalable Renewals to lead our Renewal Managers and drive customer retention excellence across our long-tail, high-volume portfolio. In this role, you will oversee the subscription renewal process for a diverse set of customers guiding the development and execution of tailored renewal strategies that maximize contract value and optimize the overall efficiency of our renewals process. As a key member of our customer-centric organization, you will inspire your team to exceed performance goals and build lasting customer relationships in a fast-paced, high-growth environment.
Key Responsibilities
This person is accountable for the overall performance of the renewals team with a special focus on the long-tail, high-volume segment. In this role, you will:
- Renewal Process Oversight:Oversee the end-to-end subscription renewal process across a broad spectrum of customer accounts, ensuring seamless execution whether the deal is highly customized or part of a streamlined, high-volume workflow. Develop standardized procedures and digital tools to efficiently service long-tail accounts while ensuring an exceptional customer experience.
- Performance Metrics Management:Champion and drive key performance metrics by focusing on net retention, on-time renewals, and multi-year renewals. You will be responsible for continuously monitoring and improving revenue retention across renewals, ensuring that renewals are executed on schedule to minimize churn risks, and proactively securing multi-year renewal agreements to enhance long-term contract value and financial stability.
- Team Leadership and Development:Lead, mentor, and develop an existing team of high performing Renewal Managers. Equip your team with best practices and specialized tools required to manage a diverse portfolio, ensuring that every customer receives the attention needed to sustain high retention rates.
- Risk Management & Negotiation Strategy:Identify potential risks and challenges specific to high-volume, long-tail accounts, and implement efficient mitigation strategies. Develop scalable negotiation and engagement approaches that balance automation with personalized outreach, thus maximizing value from every segment while maintaining strong customer relationships.
- Cross-functional Collaboration:Partner with Customer Success, Sales, Operations, Legal, and Finance teams to smoothly coordinate renewal activities across the entire customer portfolio. Tailor engagement strategies to address unique challenges presented by long-tail accounts.
- Data-driven Decision Making:Oversee the collection and analysis of renewal data in Salesforce, segmenting insights by account type to optimize strategies and ensure accurate renewal forecasts. Develop and track key performance indicators (KPIs) across both segments to inform ongoing process improvements and risk mitigation efforts.
Basic Qualifications
To be successful in this role, you should have:
- A minimum of 3–5 years of experience in renewals, account management, customer success, or a similar customer-facing role, with at least 1–2 years in a leadership or supervisory capacity.
- A strong understanding of subscription-based business models and demonstrated success in managing diverse customer portfolio
- Excellent interpersonal and communication skills, with the ability to articulate strategy and performance expectations clearly across various teams and senior leadership.
- A data-driven mindset with robust analytical skills and proficiency in using Salesforce CRM or similar platforms for tracking customer data and renewal activities.
- A proactive, results-oriented approach with the ability to manage multiple priorities in a fast-paced environment while ensuring attention to detail.
Preferred Qualifications
Our ideal candidate also possesses:
- Experience working in technology or SaaS organizations, with a firm grasp of the nuances and challenges associated with high-volume renewal processes.
- A track record of successfully managing and scaling teams through change initiatives, with a focus on enhancing processes.
- Familiarity with IT operations and software development environments, enabling you easily understand PagerDuty’s value proposition.
- A bachelor's degree or equivalent practical experience in business, marketing, or a related discipline.
- Fluent English is required
- Availability to work 4 day per month into our Santiago office
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 tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.For external applicants, including employee referrals, this role is expected to come into our Santiago office 4 times per month, so they can thrive in their new role and fully embrace being a Dutonian!
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 currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible environment. We also provide ample opportunities for connection, like team offsites and volunteering events.
How we work
Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.
What we offer
As a global organization, our total rewards approach is 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- 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*Eligibility may vary by role, region, and tenure
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps, Automation, Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible, resilient and scalable platform to increase innovation velocity, grow revenue, reduce cost, and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise.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.
