The Senior Director, Net Revenue Retention will serve as a critical component of the renewals leadership team, responsible for maximizing customer retention, optimizing renewal processes, and driving multi-million-dollar revenue outcomes across our global customer base. Reporting directly to the VP of Global Renewals, this leader is accountable for overseeing department strategy, execution, team leadership, and cross-functional collaboration to ensure customers continue to realize value throughout their lifecycle with us.
This position drives NORAM/LATAM renewal strategy and global operations, integrating commercial acumen, cross-functional leadership, customer-centric execution, and data-informed decision making to maximize revenue and retention.
Remote within the U.S.; candidates located within 45 miles of Boston, Denver, or Detroit will follow a hybrid schedule.
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.
Minimum requirements
10+ years experience in enterprise SaaS, including 5+ years leading renewal and/or account management, or customer success teams at scale.
Preferred requirements
- 15+ years of experience in SaaS, with at least 5 years leading renewals teams, customer success, or account management 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.
- Dynatrace is a leader in unified observability and security.
- We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
- Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
- You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically.
- Over 50% of the Fortune 100 companies are current customers of Dynatrace.
At Dynatrace, total compensation for this role is made up of a strong base salary, a commission variable, and equity.
- Base Salary Range: $170,000 - $215,000. Your exact offer will be based on your unique experience, skill set, education, and geographic location.
- Variable Pay: Additional commission tied directly to your success and performance targets.
Beyond your cash compensation, Dynatrace offers a comprehensive rewards package designed to support your life, well-being, and long-term wealth, including:
- Equity & Financial Future: Eligibility for Restricted Stock Units (RSUs), an Employee Stock Purchase Plan (ESPP), and a company-matched 401(k) program.
- Time to Recharge: Unlimited personal time off (PTO) and 4 Dynatrace Wellness Days a year.
- Health & Wellness: Premium medical and dental benefits.
All your information will be kept confidential according to EEO guidelines.
We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected] . Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law . To be considered for this position, please upload your resume/CV.
