Principal Program Manager, Renewals Management

Qualtrics

Provo, UT

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. This role is part of a nimble, empowered team focused on setting aggressive goals, solving complex problems collaboratively, and driving growth through operational excellence and customer success.

Key Responsibilities

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.

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).

Qualifications

Bachelor's or Master's degree from a top-tier university.
Advanced certifications in Program or Project Management (e.g., PMP, PgMP) are a plus.
5+ years of experience managing complex, large-scale programs in SaaS, technology, or related fields.

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 in offices.

Working at Qualtrics

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, your work will drive operational excellence and empower customer-facing teams to deliver faster, top-quality service experiences with a diverse, high-performing team of analysts and developers. Together, we're making step changes to the way the business is run with a direct impact on topline business metrics.

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