Sr. Director, Renewals

We’re seeking a seasoned Senior Director of Worldwide Renewals to lead our renewals team. Recognized as the leading force in the categories of Product Analytics and Digital Adoption platforms, our value proposition applies to startups and leading enterprises across the globe. Our 3,000 customers and growing relationships are a testament to our growth trajectory as a late-stage startup.

This strategic leader will manage the global renewals pipeline, forecast renewals, and churn metrics, and drive a collaborative approach with sales and customer success teams to maximize renewal success. The ideal candidate has proven expertise in global SaaS renewals, a deep understanding of customer success principles, and a proactive approach to securing renewals at scale.

Role Responsibilities 

• Renewals Leadership: Oversee and manage the global renewals team, ensuring timely and successful renewals across all regions. Develop team goals and KPIs that align with the company’s retention and growth objectives.
• Forecasting and Analysis: You will lead the worldwide forecast process for renewals and churn, providing clear and accurate predictions on a quarterly and annual basis. Monitor trends to identify risks, opportunities, and necessary adjustments to meet targets.
• Proactive Renewal Strategy: Ensure the team has visibility into upcoming renewals 1-2 quarters out. Implement a proactive strategy for renewal management, including early identification of at-risk accounts and engagement with customers well before renewal dates.
• Cross-functional Collaboration: Establish and maintain a collaborative process with the sales team and other customer-facing roles to drive successful renewals. Ensure smooth coordination to align on renewal actions, customer needs, and retention goals.
• Process Improvement: Continuously evaluate and refine the renewal process to optimize team performance, customer retention, and revenue retention. Implement industry best practices to enhance efficiency and effectiveness.

Minimum Qualifications 

• 7+ years of experience in customer success, renewals, or account management within a SaaS organization, with a strong track record in renewals and retention.
• Proven leadership experience managing a renewals team, ideally on a global scale.
• Demonstrated expertise in forecasting, analytics, and proactive account management.
• Strong strategic and operational skills, with the ability to balance short-term execution with long-term vision.
• Excellent collaboration and communication skills, with the ability to influence cross-functional teams and executive leadership.
• A data-driven mindset, comfortable with SalesForce and analytics tools.

Preferred Qualifications 

• Experience leading a renewals organization in a SaaS organization
• Strong expertise in renewals reporting, pricing strategy, and risk mitigation strategies

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: [email protected]. 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 OTE range for this role to be performed in NC is $250k - $300k 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.