SMB Sales & Renewals Specialist

The position:

The SMB Sales & Renewals Specialist role combines top-of-funnel prospecting with ongoing customer ownership to execute our growth, retention, and renewals strategy. Acting as an initial point of contact for our sales organization, this role engages new business by qualifying leads and booking meetings to generate interest in Pipl and its products through phone (video), email, social media, and third-party systems, while also developing and qualifying new opportunities in partnership with Sales and Marketing. At the same time, the role maintains responsibility for existing customer relationships, including onboarding new customers, managing and negotiating renewals, identifying and driving upsell and cross-sell opportunities, and handling basic-level support inquiries related to customer accounts.

This position requires a service-minded, results-driven professional who can build strong relationships from first contact through qualification and throughout the customer lifecycle. The role sits at the intersection of Marketing, Sales, and Customer Services, engaging internal resources as needed, supporting customer needs, and ensuring successful retention of our customer base. Success will be measured by both the team’s ability to retain and support existing customers and the individual’s effectiveness in generating and qualifying new opportunities in a fast-paced, collaborative environment.

What you’ll do:

• Maintain and Grow the Customer Base: Proactively manage the customer portal and prospect pipeline to act on new leads, drive timely renewals, and identify upsell and cross-sell opportunities that create revenue growth.
• Prospect Outreach & Opportunity Generation: Contact potential clients through warm/cold calls, email, social media, and in-app chat to generate interest, nurture prospects, and develop new sales opportunities.
• Field Inquiries to Advance Sales: Serve as a primary point of contact for customer and technical support questions related to Pipl, removing friction in the sales cycle and advancing renewals, upsells, and new business conversations.
• Vetting & Qualification: Leverage understanding of Pipl’s use cases to qualify inbound prospects, ensuring only compliant, high-potential opportunities enter the sales pipeline.
• Product Expertise: Present Pipl’s product offerings to potential clients and recommend the best solutions based on customer needs and product packages.
• Analyze & Identify Revenue Opportunities: Review customer data and usage insights to identify renewal risks, expansion opportunities, and pathways to convert interested prospects into customers.
• Customer Satisfaction & Retention: Support, create, and implement customer satisfaction surveys, using insights to reduce churn risk and strengthen relationships that enable retention and expansion.
• Enable Sales Efficiency: Develop and document workflows, content, and best practices that streamline onboarding, reduce friction in the sales cycle, and provide the sales team with accurate, accessible customer information.
• Monitor Usage & Proactive Engagement: Track customer usage alerts and proactively/reactively educate customers, providing reporting and insights that support account health and expansion.
• Manage Ticketing & Escalations: Own the escalation process, track and report key performance metrics (e.g., response times, customer satisfaction), and ensure service quality supports renewals and growth.
• CRM Management: Accurately track all opportunity, prospect, and customer details in the CRM.
• Meeting Coordination: Set up virtual meetings between qualified prospects and the appropriate sales team members.
• Collaboration with Customer Success: Partner with the Customer Success team to better serve clients through new products or deeper integrations with existing solutions.
• Results & Performance: Work toward and exceed quarterly revenue goals while maintaining best-in-class customer satisfaction throughout the sales process.

You have:

• A strong curiosity to understand customers’ business problems, use cases, and objectives, and translate them into sales, retention, and expansion opportunities.
• Bachelor’s degree in business or related field, or equivalent experience in sales, marketing, customer success, or another customer-facing role.
• At least 1 year of experience in sales, lead qualification, or customer success.
• Demonstrated ability to quickly and authentically build relationships with prospects and customers at every touch point.
• Clear, engaging, and professional communicator across phone, video, email, and written channels, with strong interpersonal skills.
• Exceptional attention to detail with strong organizational and time management skills to manage renewal timelines, track pipeline activities, and support accurate forecasting.
• Proven ability to manage multiple priorities, including inbound inquiries, prospecting efforts, renewal cycles, and upsell initiatives.
• Strong ability to take initiative, follow up consistently, and drive opportunities forward with persistence and professionalism.
• Considerable relationship-building skills with the ability to develop trust, communicate persuasively, and influence customer decisions throughout the sales and renewal process.

Extra points:

• Experience in Fraud, Payment, or Identity-related SaaS