Senior Director, Net Revenue Retention

Key Responsibilities

• Define and execute strategies that maximize renewal rates and recurring revenue aligned with DT growth objectives.
• Own end-to-end renewal lifecycle, driving operational excellence and accountability for meeting and exceeding revenue targets.
• Oversee the renewal process to ensure the achievement of revenue targets.
• Translate long-term company strategies into actionable renewal goals, business plans and performance metrics.
• Lead rigorous analysis of renewal performance and customer data to uncover trends, forecast revenue, and inform strategic decisions.
• Cultivate and expand executive-level relationships with key customers to secure loyalty and contract continuity.
• Address customer concerns and negotiate renewal terms. Resolve complex renewal negotiations and commercial escalations with a focus on value, retention and long-term partnership.
• Build and lead a high performing global renewals organization – fostering a culture of ownership, impact and continuous improvement.
• Optimize renewal processes, systems and tools to drive maximal scalability and efficiency.
• Champion cross-functional collaboration with Sales, Customer Success, Services and Legal to ensure seamless customer lifecycle integration.
• Design and implement programs to reduce churn, increase customer lifecycle value and improve satisfaction across segments.
• Establish formal mechanisms for capturing feedback to understand customer needs and improve satisfaction.
• Ensure all renewals activities adhere to contractual, legal and compliance standards.
• Monitor market trends and competitive dynamics to proactively adjust renewal approaches and maintain strategic edge.
• Identify opportunities for upselling and cross-selling during the renewal process.
• Be an influential leader, engage at the Sales Geo VP level and at the Executive levels within our customer base.
• Analyze renewal trends and risk indicators to develop proactive mitigation and expansion strategies.
• Partner with Revenue Operations and Finance to forecast renewals pipeline, measure performance, and improve predictability.

What will help you succeed

• 10+ years experience in enterprise SaaS, including 5+ years leading renewal and/or account management, or customer success teams at scale.
• Proven success leading high-velocity, data-driven renewals motions in complex environments in a global remit.
• Deep understanding of the customer lifecycle in a hybrid GTM model.
• Demonstrated commitment to data, process improvement and operational rigor in a fast paced setting.
• Passion for AI, observability, and helping customers realize value in complex technical environments.
• Proven success driving high customer retention and revenue growth in a global, high-volume B2B environment.
• Deep understanding of enterprise software sales cycles, subscription and usage-based pricing models, and customer lifecycle economics.
• Strong commercial acumen with experience in renewal forecasting, contract negotiation, and upsell/cross-sell alignment.
• Demonstrated commitment to data, process improvement, and operational rigor in a fast-paced environment.
• Ability to lead and scale geographically distributed teams, with a track record of hiring, developing, and retaining top talent.
• Strong strategic thinking with the ability to translate customer and market insights into actionable plans.
• Ability to build trusted relationships with internal stakeholders across Sales, CS, Finance, Legal, and Product.
• Excellent communication and executive presence, with the ability to represent the renewals function at the Geo VP level.
• Resilience and adaptability in high-growth, evolving environments, with a bias toward action and accountability.