Renewals Manager

How You Will Make an Impact:

Execute the renewals process for a portfolio of subscription customers, leveraging proven strategies that support revenue retention while maintaining customer trust

Manage customer communications, support pricing discussions, and address objections to facilitate successful on-time renewals, expansions, and cross-sells

Partner with Customer Success to review account health and usage data ahead of contract end dates, identifying renewal risk and growth opportunities

Initiate proactive outreach to customers at defined intervals prior to contract expiration (90, 60, and 30 days) to ensure renewals are completed on schedule

Conduct renewal and contract change discussions with customers, applying defined negotiation parameters and escalating complex situations as needed

Respond to questions from customers on any aspect of the renewal including contract amendments, contract expansions, and contract contractions

Generate, review, and send renewal quotes to customers to ensure timely processing through procurement, resulting in issuance of PO to drive renewal to on-time closure

Track contract cancellations and document reasons for loss

Collaborate with cross-functional teams, including Customer Success, Sales, Legal, and Finance, to identify opportunities that reduce operational friction and improve efficiency in renewals, expansion, and cross-sell processes

Maintain all required CRM data, including but not limited to tracking customer interactions and managing renewal opportunities

Conduct all business in accordance with FinQuery policies and procedures

Complete all other duties as assigned

The Expertise You'll Bring:

• Strong written, verbal, and interpersonal communication skills to engage effectively with customers, internal stakeholders, and cross-functional partners

• Strong negotiation and objection handling skills, with the ability to hold value-based, persuasive renewal conversations within defined parameters

• Strong understanding of Net Revenue Retention (NRR) and the key drivers of recurring revenue in a SaaS business

• Strong analytical capabilities to analyze issues, identify solutions, and make sound decisions with general supervision

• Ability to interpret customer health signals, engagement data, and renewal performance metrics to prioritize outreach, identify at-risk accounts, and support accurate forecasting

• Strong process management, time management, and organizational skills, with the ability to manage multiple concurrent renewals against competing deadlines while maintaining accuracy and adherence to policy

• Ability to assess when situations require independent handling versus escalation to Customer Success, Sales, or Legal, and act accordingly within defined guidelines

• Ability to read and interpret subscription agreements, contract amendments, and order forms to support accurate renewal execution and contract administration

• Excellent financial acumen and policy management skills

• Proficiency in CRM platforms with familiarity with HubSpot or comparable tools preferred

Education & Experience Desired

• Possession of a 4-year degree or equivalent experience

• Experience of 3 or more years in customer renewals or account management in a SaaS or subscription-based business

• Proven track record of achievement against quota and KPIs

• Experience with Microsoft Office and Google Suite preferred

• Experience working in a CRM platform with HubSpot experience preferred