At a Glance
- Tasks: Own the customer renewal experience and manage renewals in a fast-paced SaaS environment.
- Company: Join Postman, a leading tech company with a focus on innovation and collaboration.
- Benefits: Enjoy full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend.
- Other info: Work in a dynamic environment with opportunities for growth and development.
- Why this job: Make a real impact by ensuring customer satisfaction and driving successful renewals.
- Qualifications: 4+ years in renewals or customer success, strong communication skills, and detail-oriented.
The predicted salary is between 45000 - 55000 £ per year.
Opportunity
We are seeking a proactive and detail-oriented Senior Renewal Representative to own the customer renewal experience in a fast-moving SaaS environment.
In this role you’ll manage the full renewal cycle across a portfolio of customers—ensuring timely renewals, identifying expansion opportunities, and minimizing churn.
Responsibilities
- Manage a high volume of renewal opportunities across multiple customer segments for the APAC region.
- Proactively engage customers to confirm intent to renew, answer questions, and communicate the value they’re receiving from the product.
- Collaborate with Sales on more complex or strategic renewals.
- Partner with cross-functional account teams and channel partners to assess customer health, identify risks, and implement proactive action plans that drive successful, on‑time renewals.
- Identify upsell or cross‑sell opportunities at the point of renewal and route qualified leads to Sales when appropriate.
- Use product usage data and customer health metrics to prioritize outreach and inform renewal strategies.
- Prepare and send quotes, process purchase orders, and manage billing/contract logistics in coordination with RevOps and Finance.
- Track all activity and forecast renewals accurately using CRM tools (e.g., Salesforce, Clari).
- Contribute to ongoing improvements in playbooks, messaging, automation, and processes to scale renewal outcomes.
Requirements
- 4+ years of experience in renewals or customer success—ideally in a SaaS company.
- Willing to work APAC hours as needed for customer calls/meetings.
- Experience managing a book of business with high transaction volume.
- Strong communication and negotiation skills, with a customer‑first mindset.
- Comfortable using tools like Salesforce, Stripe/Billing platforms, and similar platforms.
- Highly organized with strong attention to detail and follow‑through.
- Ability to work in bilingual settings: Malay, Cantonese, Mandarin (preferred).
Preferred Qualifications
- Experience in a PLG model with freemium, usage‑based, or self‑serve customer motions.
- Familiarity with tools like SalesForce or similar platforms.
- Strong understanding of SaaS contracts, licensing, and billing structures.
Key Performance Metrics (KPIs)
- Renewal Rate (Gross & Net)
- Churn Rate
- On‑Time Renewal %
- Renewal Pipeline Coverage & Forecast Accuracy
Benefits
Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Wellness programs and donation‑matching support employees’ physical and mental health.
Equal Opportunity
Postman is an Equal Employment Opportunity and Affiantive Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third‑party agency or company that does not have a signed agreement with Postman.
Senior Renewal Representative employer: Postman
Postman is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive benefits package including full medical coverage, flexible PTO, and wellness reimbursement. With a dynamic work culture that fosters collaboration and innovation, employees are encouraged to engage in meaningful projects while enjoying the flexibility of working APAC hours. The company’s commitment to diversity and inclusion ensures a supportive environment where every team member can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Renewal Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Postman. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Postman before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Renewal Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Postman:Your cover letter is your chance to shine! Tell us why you want to work at Postman specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Postman!
How to prepare for a job interview at Postman
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
