Job Description

The Renewal Specialist plays a vital role in ensuring a smooth renewal experience for Productboard customers while also identifying opportunities for revenue growth. This position requires someone who is detail-oriented, eager to learn, and can effectively collaborate with various teams to achieve renewal objectives. As a Renewal Specialist, you will work closely with Customer Success Managers and Account Executives to facilitate the renewal process and contribute to the overall success of our customer relationships. Additionally, you will have the opportunity to provide valuable insights and feedback to enhance our renewal strategies.

To excel in this role, you should have a basic understanding of sales processes, excellent communication skills, and the ability to manage multiple tasks efficiently. The Renewal Specialist will actively participate in renewing customer contracts, identifying upsell opportunities, and maintaining accurate records of renewal activities. This position offers a great opportunity for professional growth within the company as you gain experience and expertise in SaaS renewals.

On a typical week, you will …

• Assist in managing the renewal book to ensure customer retention and revenue growth
• Support Customer Success Managers and Account Executives in engaging with customers for successful renewals
• Assist in creating communication templates and sequences to engage customers and identify risks and opportunities
• Work collaboratively with cross-functional teams to gather data and insights to support renewal discussions
• Help identify upsell and cross-sell opportunities and coordinate with Account Executives for follow-up
• Contribute to the development and improvement of renewal processes and systems
• Assist in maintaining accurate renewal forecasts and updating renewal records
• Collaborate with Finance, Support, and Legal teams as needed to facilitate renewal logistics
• Demonstrate a proactive and customer-centric approach in all interactions
• Assist in managing administrative tasks related to the renewal lifecycle including providing rapid, focused responses to customers and GTM colleagues through Zendesk and Intercom.

About you:

• 1 year experience in SaaS renewals, sales, or customer service preferred
• Enthusiasm for providing excellent customer experiences in the tech industry
• Basic understanding of sales processes and negotiation techniques
• Strong communication skills, both written and verbal
• Ability to work collaboratively with cross-functional teams
• Familiarity with CRM systems, Salesforce experience is a plus
• Comfortable using various communication channels to engage with customers
• Organized with good time management skills
• Analytical mindset with the ability to address customer situations effectively
• Eagerness to learn and grow within the role
• Attention to detail and a proactive approach to problem-solving
• Ability to thrive in a fast-paced environment and adapt to changing priorities

What’s in it for you?

• Be part of building the world’s first and best Product Platform that fundamentally changes how our industry approaches the craft of Product Management.
• Your customers are going to be the best product teams and minds out there. You will have the opportunity to learn from and advance the work of the best of the best in your field.
• Be a part of a growing and innovative, mission-driven company, with the opportunity to shape the future of our product and customer experience, and to define an entire new market category.
• Collaborate with a talented and passionate team, dedicated to making products that matter, together.

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Location: Must live in or near London, England. 

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You can look forward to the following benefits:

• Stock options
• MacBook
• Budget for online courses, books, and conferences
• 5 weeks of vacation + sick days
• 1 Volunteer Day per year for you to help causes close to your heart
• Carrot Fertility Benefits
• Parental benefits
• Language lessons
• Mental Wellness Program to support your well-being and self-care
• Comprehensive Health Insurance
• Pension Contribution
• Illness Protection
• Death in Service Benefit

About Productboard

Productboard is the customer-centric product management platform that helps organizations get the right products to market, faster. Over 6,000 companies, including Zoom, One Medical, Cartier, Microsoft, and Korn Ferry, use Productboard to understand what customers need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Vancouver, Dublin, Brno, and Prague, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures.

In January 2022, we closed our $125M Series D round, which put us into the Unicorn category of companies, with a valuation of $1.7B.

• Join at the golden startup age — established stability of a Unicorn with space for individual impact.
• You’ll enjoy an exciting team atmosphere, building a whole new category of software.
• You can help change the way that products are built all over the world.
• We iterate quickly, and decisions are fast. You’ll have a voice in what we do and see the impact of your work.
• We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets.
• We are recognized as one of the hottest tech startups on the market today, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on and are regularly recognized for our company culture.

About our culture

Imagine working in a place where everything matters — most importantly, you. At Productboard, values aren’t just something we like to talk about, they’re something we live and breathe. We believe in creating a work environment where:

• People feel empowered, supported, and included
• Trust and transparency are built into the way we work
• Creativity, curiosity, and continuous improvement are encouraged and nurtured every day

Forming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open calendars and communication, we don’t waste time on politics or ego. We champion openness by sharing our goals, successes, and failures.

Join colleagues who love what they do and who are invested in their work environment and the future of the company. Help shape our company, culture, and product!

Check out our LinkedIn Life page, or listen to our People of Productboard podcast for a real feel of what life is like at Productboard.

Equal Opportunity Employer Statement

We are an equal opportunity employer and champion equity. We aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based on gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.

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