Sr. Director, Renewals

As a Senior Director of Renewals at Pendo, your main responsibilities include overseeing the global renewals team, managing the renewals pipeline, and leading the worldwide forecast process for renewals and churn. You'll also implement proactive renewal strategies and maintain cross-functional collaboration with sales and customer success teams to ensure smooth renewals and enhance customer satisfaction.

To qualify for the Senior Director, Renewals position at Pendo, candidates should have over 7 years of experience in customer success, renewals, or account management within a SaaS environment. Proven leadership experience managing a global renewals team and a solid understanding of forecasting and analytical skills are essential. Strong collaboration and communication skills, alongside a data-driven approach, are also necessary for success in this role.

Success for the Senior Director, Renewals at Pendo is typically measured by the overall renewal rates achieved, accuracy of forecasting, and the ability to reduce churn metrics. Establishing team goals and continuously improving renewal processes are key aspects of the role that contribute to success, along with the collaborative efforts made with other departments.

The work culture at Pendo for the Senior Director, Renewals is dynamic and inclusive, emphasizing collaboration and innovation. Employees are encouraged to bring their unique perspectives and experiences, contributing to a passionate and engaging environment. With a focus on continuous improvement and success, you'll find that Pendo is dedicated to fostering a workplace where diverse teams can thrive.

The expected On-Target Earnings (OTE) range for the Senior Director, Renewals position at Pendo in North Carolina is between $250,000 and $300,000 USD. Individual pay decisions are based on qualifications, experience, and internal equity, making it competitive for candidates exploring opportunities in the fast-paced SaaS industry.

To improve renewal rates at Pendo, I would focus on developing a proactive approach by closely monitoring customer engagement, identifying at-risk accounts well in advance, and fostering close relationships with customers to ensure their ongoing satisfaction and usage. Collaborating with sales and customer success teams to align on retention efforts would also be vital.

Handling underperforming team members requires a supportive approach. I would first address the issue through one-on-one discussions to identify obstacles they might be facing. Setting clear expectations, providing necessary resources and training, and regularly monitoring their progress would be part of my strategy to help them improve while maintaining team morale.

In my previous roles, I honed my skills in data analysis and forecasting by leveraging analytics tools to track renewals and churn metrics accurately. I developed quarterly forecasts based on historical data and customer trends, allowing for proactive intervention strategies to minimize churn and maximize renewals.

Cross-functional collaboration is crucial for a renewals team. By working closely with sales, customer success, and other departments, we ensure that all teams are aligned on customer needs, relevant actions, and strategies to drive renewals. This synergy not only enhances customer experience but also streamlines processes for greater efficiency.

Creating a proactive renewal strategy at Pendo involves establishing a systematic approach to monitor upcoming renewals and prioritize at-risk accounts. By implementing early engagement initiatives, automated reminders, and regular check-ins with customers, we can address concerns before they escalate and encourage timely renewals.

The primary metrics I would focus on include renewal rates, churn rates, and overall revenue retention. Additionally, analyzing customer feedback, net promoter scores (NPS), and average contract values can provide deeper insights into team performance and areas for improvement.

Ensuring alignment with Pendo's values and mission involves continuously communicating the importance of improving customer experiences and retention. Leading with empathy and understanding, I would emphasize the role of our renewals team in delivering value to customers and the larger goals of Pendo, making sure our strategies reflect these principles.

I find SalesForce and various analytics tools incredibly effective for managing renewals. These platforms allow for seamless tracking of customer interactions, renewals timelines, and performance analytics, enabling data-driven decisions that enhance renewal strategies and overall team productivity.

In my previous position, I led a successful renewal campaign that targeted high-risk accounts. By identifying accounts at risk of churn and developing tailored engagement strategies that included personalized outreach and exclusive offers, we successfully improved our renewal rates by 25% within that quarter.

I believe the most important quality for a Senior Director of Renewals is a customer-centric mindset. Understanding customer challenges, advocating for their success, and being proactive in addressing their needs are crucial for driving renewals and fostering lasting relationships that contribute to overall business growth.