Principal Program Manager, Renewals Management
Principal Program Manager, Renewals Management
Posted on :
06-07-2025
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1 Vacancy
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Job Description
At Qualtrics we create software the worlds best brands use to deliver exceptional frontline experiences build high-performing teams and design products people love. But we are more than a platformwe are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit determination and a disdain for conventionbut most of all it requires close-knit high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams youll be part of a nimble group thats empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together by passing the mic and iterating until the best solution comes to light. You wont have to look to find growth opportunitiesready or not theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.
Principal Program Manager Renewals Management
Why We Have This Role
The position plays a critical role in making it easier to do business with Qualtrics by streamlining and enhancing our renewal processes. You will help support YoY growth by driving on-time renewal revenue through operational excellence and enabling product-led growth by ensuring successful customer transitions to new product SKUs. Working closely with Customer Operations leadership Customer Success Sales and other internal teams such as Legal and Security this position monitors key commercial metrics analyzes trends and spearheads continuous improvements to strategies. This role ensures readiness across teams and holds them accountableempowering them to respond proactively to evolving customer needs and deliver critical business outcomes.
How Youll Find Success
- Bring deep expertise in managing complex cross-functional programs with a passion for driving operational excellence at scale
- Focus on measuring and improving the impact of your programs continuously finding new ways to ensure business goals are exceeded
- Excel at building strong partnerships across Operations Sales Customer Success and will be adept at presenting to and gaining buy-in from senior leadership
- Analyze data from different sources and navigate our internal technical organization
- Encourage fast pace execution and lead by example including early experiments of where AI can add the most value to existing team processes
- Lead collaborative efforts to anticipate challenges and deliver impactful solutions
- Bring discipline to problem-solving in ambiguous and rapidly evolving environments and challenge the existing ways of thinking to find innovative solutions
How Youll Grow
- Lead and scale high-impact global programs that drive revenue retention and customer satisfaction
- Strengthen your executive stakeholder management and communication skills by interfacing with senior leaders from Sales Customer Success Customer Ops and others
- Hone your ability to influence strategic decisions by presenting clear compelling business cases and programs to executive leadership
- Leverage data-driven insights to inform program strategy identify root causes of friction in processes and drive continuous improvement
- Become an expert on industry best practices and tooling to support world-class operations organizations
Things Youll Do
- Global policy design implementation and scaling that supports revenue growth and improved cash flow
- End-to-end coordinator of renewal journey owning direct oversight and management of portfolio of initiatives focused on improving customer experience and ease of doing business
- Design build and refine digital processes enabling an increasing amount of customers to renew through a low / no touch experience
- Collaborate regularly with executive stakeholders to drive effectiveness of programs and policies across teams
- Map and continuously refine workflows to reduce redundancy improve accessibility and minimize operational friction
- Analyze program performance metrics and lead cross-team efforts to identify actionable insights resolve bottlenecks and improve key service outcomes
What Were Looking For On Your Resume
- Bachelors or Masters degree from a top-tier university; advanced certifications in Program or Project Management a plus (e.g. PMP PgMP)
- 5 years of proven success managing complex large-scale programs in commercial operations customer success or related fields ideally within SaaS or technology industries
- Extensive experience driving license renewal and customer service initiatives with measurable impact on revenue retention and customer satisfaction
- Strong leadership presence with excellent communication skillsable to clearly convey complex concepts and program status to diverse audiences including senior executives
- Highly analytical with a data-first mindset comfortable collaborating with analytics teams to inform and validate program decisions
- Exceptional organizational skills with the ability to prioritize competing priorities manage cross-functional dependencies and lead multiple concurrent projects to successful completion
- Proven track record of building effective cross-functional partnerships and influencing teams without direct authority
What You Should Know About This Team
- You will join a dynamic high-impact organization charged with transforming how we manage and deliver key customer service and renewal programs that directly affect business growth and customer health globally.
- As a senior leader on this team your work will drive operational excellence and empower customer-facing teams to deliver faster top quality service experiences with help from a diverse and lean group of high performing analysts and developers.
- Together were making step changes to the way the business is run with direct impact to topline business metrics.
Our Teams Favorite Perks and Benefits
- Work life integration is deeply important to us - we have frequent office events team outings and happy hours
- Qualtrics Experience Program - $1800 for an experience of your choosing (eligible after a year)
- 30 paid days off - 15 PTO 5 Personal Days 10 Holiday Closures (additional after a year)
- On top of standard benefits package (medical employees and their families dental vision life insurance etc) we provide snacks drinks and free lunches in our offices
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week work where you want owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave ActEqual Opportunity EmploymentEmployee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please let your Qualtrics contact/recruiter know.
Not finding a role thats the right fit for now Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events behind the scenes stories from the team interview tips hot jobs and more. No spam - we promise! Youll hear from us two times a month max with fresh totally tailored info - so be sure to stay connected as you explore your best role and company fit.
For full-time positions this pay range is for base per year; however base pay offered may vary depending on location job-related knowledge education skills and experience.A sign-on bonus and restricted stock units may be included in an employment offer in addition to a range of medical financial and other benefits based on eligibility criteria.
Washington State Annual Pay Transparency Range
$129000$235000 USD
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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