What are the responsibilities and job description for the Renwals Specialist position at Pendo?
The Renewals Team is dedicated to driving customer retention and maximizing recurring revenue by managing the end-to-end renewal process. Partnering closely with Customer Success, Sales, and Professional Services teams, they ensure a seamless customer experience, identify risk, and mitigate churn. Focused on building lasting relationships, the team leverages data-driven insights and industry best practices to maintain and grow long-term customer value.
Role Responsibilities
- Manage the end-to-end renewal process for an assigned portfolio of customers, ensuring a smooth and timely renewal experience.
- Partner closely with Customer Success Managers (CSMs) and Account Directors to understand customer goals and challenges, ensuring alignment on renewal strategies.
- Proactively communicate with customers to discuss renewal terms, address concerns, and highlight the value of the SaaS solution.
- Collaborate with internal teams to address customer issues or roadblocks that may impact renewal decisions.
- Identify and pursue upsell or cross-sell opportunities during the renewal cycle.
- Maintain accurate records of renewal activities, forecast renewal outcomes, and track customer retention metrics in CRM tools (e.g., Salesforce).
- Stay informed about industry trends, competitor offerings, and internal product updates to effectively address customer inquiries and objections.
Minimum Qualifications
Experience:
- 2 years in renewals, account management, customer success, or sales, preferably within a SaaS or technology environment.
- Strong negotiation and relationship management skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with a focus on customer success metrics and KPIs.
- Customer-focused with a collaborative approach.
- Highly organized and detail-oriented.
- Self-motivated and results-driven with a proactive attitude.
Preferred Qualifications
- Bachelor’s degree in business, marketing, or a related field is preferred but not required.
- Experience with using Customer Relationship Management (CRM) tools to manage customer accounts, track renewal cycles and ensure data accuracy
- Knowledge of SaaS subscription models: Understanding of SaaS pricing structures, recurring revenue metrics (e.g., ARR, MRR, churn), and customer retention strategies, with a track record of successfully managing subscription renewals.
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 SAID STATE is USD$ - USD$.
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.
