Renewals Specialist, Pendo
$75-92k
Digital adoption and product experience solutions
Be an early applicant
Digital adoption and product experience solutions
501-1000 employees
Be an early applicant
$75-92k
501-1000 employees
Company mission
To elevate the world's experiences with software.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
Our take
Developing a new software application is a complex process, often fraught with challenges such as bugs and user dissatisfaction, Without a standardized system for feedback, developers may struggle to identify and address issues effectively, relying solely on dissatisfied emails from customers.
Pendo offers a digital platform designed to analyze user experiences, gather bug reports, and engage with consumers to ensure customer retention. With a suite of tools including product journey analytics, surveys, and user feedback, Pendo empowers developers to enhance software usability and resolve issues efficiently.
Amidst a competitive software landscape, Pendo has demonstrated significant growth in 2022, boasting a 40% increase in customers paying over $100,000 annually and securing 17 new Fortune 500 clients. Despite navigating global economic uncertainty with a renewed focus on fiscal efficiency, Pendo remains steadfast in its goal of achieving an IPO in 2024.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2021
$110m
GROWTH EQUITY VC
Jul 2021
$150m
SERIES F
Total funding: $468.3m
Company benefits
- Happier workdays: Add a little fun to your work day with Pendo board game night, team karaoke, ping pong, weekly catered lunch, or a local brew on our rooftop deck
- Health and wellness benefits: Generous health and wellness plans designed to meet the needs of you and your family, including medical, dental, vision, and mental health benefits
- Paid parental leave: Up to 16 weeks of paid parental leave, and a flexible schedule upon your return to help you make the most of those special moments
- Learning and development: In-house management development classes, guest speaker lunch and learns, and select conferences help keep talent sharp
- Flexible work hours and PTO: Enjoy the benefits of a flexible time off policy, flexible work hours, and paid parental leave
- Global offices: Work across the globe in the cities that we love: Raleigh, San Francisco, New York, Herzliya, Tokyo, Sydney, London, and Sheffield
Company HQ
Downtown, Raleigh, NC
Leadership
Todd Olson
(CEO)Todd studied at Carnegie Mellon before spending 7 years as an MBNA Developer and co-founding Cerebellum. After 5 years, they served as VP of Product Development at TogetherSoft and worked at Borland and 6th Sense Software. They left their role of 4 years at Rally Software Development to found Pendo.io in January 2014.
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