Manage and improve renewal processes at Qualtrics by driving operational excellence and leading cross-functional teams to enhance customer experience and revenue retention.
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we 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 convention—but 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, you’ll be part of a nimble group that’s 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 won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s 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 accountable—empowering them to respond proactively to evolving customer needs and deliver critical business outcomes.
How You’ll 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 You’ll 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 You’ll 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 We’re Looking For On Your Resume
- Bachelor’s or Master’s 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 skills—able 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, we’re making step changes to the way the business is run with direct impact to topline business metrics.
Our Team’s 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 - $1,800 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 Act,Equal Opportunity Employment,Employee 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.
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Top Skills
Data Analysis
Project Management
SaaS
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