Renewal Specialist (SMB) (Hybrid)

KnowBe4 • Full-time • Remote (United States) • 4h ago

Fast Facts

Seeking a motivated SMB Renewal Specialist to oversee the renewal process for Small and Mid-Sized Business customers, ensuring customer retention and satisfaction while achieving organizational goals.

Responsibilities: Manage renewal opportunities and customer interactions, collaborate with CSMs and Account Managers on strategies, negotiate terms, maintain Salesforce records, and meet monthly targets.

Skills: Experience in renewals or sales support, excellent organizational and communication skills, problem-solving ability, and a team-oriented mindset.

Qualifications: 1+ years in renewals or account management, familiarity with Salesforce and subscription contracts is a plus.

Location: Remote position for candidates in the United States, with no additional travel required.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $50,000 - $75,000.

Remote positions open to candidates located in the United States.

The Opportunity

We are looking for an SMB Renewal Specialist to take full ownership of the renewal process for our Small and Mid-Sized Business customer base. In this role, you will be the primary driver behind keeping our customers on board, working closely with CSMs and Account Managers to identify account risks early and close renewals that reflect the true value of our platform.

This position is ideal for someone who is highly organized and feels at home leading renewal and pricing conversations. You’ll need to balance a helpful, customer-first mindset with the discipline required to hit your targets and contribute to the company's success in a fast-moving environment.

What You'll Do

Portfolio Management: Manage all renewal opportunities for your assigned accounts and research customer health to identify risks or expansion opportunities before the contract ends.
Team Collaboration: Partner with SMB CSMs and Account Managers to plan renewal strategies that secure the best outcome for both the customer and the company.
Discovery & Negotiation: Speak directly with customers to understand their needs, resolve objections, and negotiate terms that prevent churn while maintaining fair contract standards.
Pricing & Quoting: Draft and send accurate pricing quotes that follow company policy, ensuring customers have everything they need to sign off.
Pipeline Tracking: Maintain a clear 30, 60, and 90-day view of upcoming renewals, providing regular updates to the Regional Director on what is expected to close.
Salesforce Administration: Keep every record updated in Salesforce. You’ll be responsible for completing deal sheets and ensuring all data is accurate for every opportunity.
Meeting Targets: Focus on reaching and exceeding your assigned bookings targets and quotas each month and quarter.

What You Bring

You are someone who stays organized when managing a high volume of tasks and genuinely enjoys the process of moving a deal from a quote to a final signature.

1+ years of experience in renewals, account management, or sales support. You should be comfortable managing a fast-moving pipeline of deals.
Reliable organizational skills. You can track multiple deadlines and follow up with customers and internal teams without things slipping through the cracks.
Clear communication style. You write clear emails, speak confidently during negotiations, and know how to explain pricing or contract details simply.
Problem-solving mindset. You don't just wait for a renewal to happen; you look for ways to resolve issues early if a customer seems hesitant.
Team-first attitude. You work well with different personalities and can build a solid working relationship with your CSM and AM partners.

Bonus points if you have:

Hands-on experience with Salesforce
Experience working with SMB (Small to Medium Business) accounts.
A basic understanding of subscription-based contracts and pricing.

Why You'll Love It Here

Productive Team Environment: Work with a group focused on practical results and helping customers get the most out of our platform.
Remote Work: This role is fully remote, giving you the independence to manage your own schedule and workspace.
Clear Visibility: You will see exactly how your work impacts the company’s bottom line, gaining a deep understanding of how SaaS businesses retain their customers.
Growth & Learning: We support professional development through certification bonuses and tuition reimbursement programs.