About this Renewal Specialist (SMB) (Hybrid) role at KnowBe4
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.
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.
- 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.
- 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.
- Hands-on experience with Salesforce
- Experience working with SMB (Small to Medium Business) accounts.
- A basic understanding of subscription-based contracts and pricing.
- Productive Team Environment: Work with a group focused on practical results and helping customers get the most out of our platform.
- Hybrid Work: This role is hybrid, 4 days in office in our clearwater, FL office.
- 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.
Our Fantastic Benefits
Note: An applicant assessment and background check may be part of your hiring procedure.
Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
No recruitment agencies, please.
