Principal Program Manager, Renewals Management

Qualtrics

Reston, VA

Full Time

Senior

26 days ago

Job Description

About the Role

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. 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. The role of Principal Program Manager, Renewals Management, is critical in streamlining and enhancing renewal processes, supporting growth, and enabling product-led customer transitions. The position involves working closely with various internal teams to monitor metrics, analyze trends, and drive continuous improvements, ensuring operational readiness and accountability across teams.

Key Responsibilities

Global policy design, implementation, and scaling that supports revenue growth and improved cash flow.
End-to-end coordination of the renewal journey, owning direct oversight and management of initiatives focused on improving customer experience and ease of doing business.
Design, build, and refine digital processes enabling more 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.

Requirements

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.

Nice to Have

Advanced certifications in Program or Project Management (e.g., PMP, PgMP).
Experience within SaaS or technology industries.
Experience with AI initiatives to enhance team processes.

Qualifications

Bachelor's or Master's degree from a top-tier university.

Benefits & Perks

Work life integration with 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).
Standard benefits package including medical, dental, vision, life insurance, plus snacks, drinks, and free lunches.
Hybrid work model: in-office three days a week (Mondays and Thursdays plus one day), with flexible remote work for the rest of the week.

Working at Qualtrics

Qualtrics fosters a nimble, high-impact environment where strategic risks are encouraged, and complex problems are solved collaboratively. The company values growth, innovation, and a customer-centric approach, empowering teams to set aggressive goals and move fast. The culture emphasizes work-life integration, inclusion, and continuous improvement, with a focus on transforming customer service and renewal programs to directly impact business growth and customer health globally.

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