Renewal Specialist

Team Description

The Renewals Team at Pendo is dedicated to driving customer retention and maximizing recurring revenue by managing the end-to-end renewal process. This role is focused on supporting our Small and Medium Business (SMB) segment, working closely with Customer Success, Sales, and Professional Services to ensure a seamless and scalable customer experience. The ideal candidate will not only manage renewals but also help identify opportunities to automate and streamline renewal workflows, contributing to efficiency and growth at scale.

Role Responsibilities 

• Own the full renewal cycle for an assigned portfolio of SMB customers, ensuring timely, smooth, and successful contract renewals.
• Collaborate closely with Customer Success Managers (CSMs) and Account Directors to align on renewal strategies based on customer goals, usage, and engagement.
• Communicate proactively with customers to confirm renewal terms, address objections, and reinforce the value of Pendo’s platform.
• Partner with internal teams to troubleshoot potential blockers to renewal and surface customer feedback.
• Help identify and recommend automation opportunities and process improvements to scale SMB renewal operations.
• Seek out and support upsell or cross-sell conversations where appropriate.
• Maintain detailed records of renewal activities and accurately forecast renewals in CRM tools (e.g., Salesforce).
• Stay up-to-date on product features, industry trends, and competitor offerings to address customer needs effectively.

Minimum Qualifications 

• 2+ years of experience in renewals, account management, customer success, or sales — preferably within a SaaS or tech environment, ideally in SMB customer segments.
• Strong communication, relationship-building, and negotiation skills.
• Organized and detail-oriented, with the ability to juggle multiple customer touchpoints and deadlines.
• Comfortable analyzing usage and customer success metrics to guide conversations.
• Proactive and self-driven with a continuous improvement mindset.
• Collaborative team player who enjoys working cross-functionally.

Preferred Qualifications 

• Experience using CRM tools (e.g., Salesforce) to manage and track renewals.
• Familiarity with SaaS pricing models and metrics like ARR, MRR, and churn.
• Exposure to process automation tools or scalable renewal workflows is a plus.
• Passion for serving and retaining SMB customers in a high-velocity environment.

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected salary range for this role to be performed in Raleigh, NC is $75,000 - $92,000 OTE (70/30 split)

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

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