We are seeking a Renewal Specialist to manage, optimize, and process the renewal lifecycle for our customers. This role is critical in ensuring high retention rates, minimizing churn, and securing long-term customer relationships. The Renewal Specialist will work closely with Customer Success, Sales, and Finance teams to execute renewal strategies, process renewal contracts, and drive seamless customer experiences.
How you'll add value:
- Own and manage the end-to-end renewal process, ensuring timely execution and high retention rates.
- Process renewal contracts, including pricing adjustments, term updates, and necessary approvals.
- Engage proactively with Customer Success Managers (CSMs) to discuss upcoming renewals, address concerns, and identify opportunities for expansion.
- Partner with Sales and teams to identify upsell and cross-sell opportunities.
- Work with Finance and Legal teams to ensure accuracy in renewal agreements, billing, and compliance.
- Track and report on renewal pipeline, forecast retention rates, and provide insights on customer trends.
- Identify risks to renewals and implement strategies to mitigate potential churn.
- Educate customers on the value of our products and services to reinforce long-term partnerships.
- Maintain accurate records of renewal activities in CRM and ERP tools (e.g., Salesforce, CPQ systems, Intacct).
What you'll need to be successful in this role:
- 2+ years of experience in a customer-facing role, preferably in SaaS renewals, account management, or customer success.
- Strong experience processing renewals and contract amendments, including pricing adjustments and approvals.
- Proficiency in CRM and contract management tools (Salesforce, CPQ, etc.).
- Excellent attention to detail and ability to manage multiple renewal cycles simultaneously.
- Analytical mindset with the ability to track and report on key retention and renewal metrics.
