Renewals Specialist, Pendo

• 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

• 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
• 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