Senior Renewals Specialist

What we're looking for

Strategic Renewal Ownership

• Manage the renewal process for high-value, complex customer accounts, including multi-product and custom contracts
• Maintain and strengthen client relationships, proactively addressing retention challenges
• Negotiate and optimize account value; serve as the primary renewal point of contact
• Guide customers through detailed contract discussions and negotiation

Retention Strategy Execution

• Apply a consultative approach to proactively mitigate churn risks
• Identify opportunities for account growth through cross-sell and upsell
• Collaborate with sales and customer success teams to align renewal timing with broader expansion strategies

Customer Relationship Management

• Build and maintain meaningful relationships with clients
• Understand needs, address concerns, and identify tailored solutions

Commercial Negotiation

• Lead renewal pricing and commercial term negotiations with procurement and executive stakeholders
• Strategically reduce discounting by reinforcing product value and aligning on outcomes
• Drive toward standardized pricing and contract terms
• Influence renewal and expansion outcomes through value-based communication

Data Analysis and Reporting

• Leverage usage analytics, customer health data, and past renewal behavior to forecast risks and opportunities
• Propose tailored renewal strategies to improve retention and customer satisfaction

Cross-Functional Collaboration

• Work closely with legal, finance, sales, customer success, and operations
• Ensure smooth execution of renewals and accurate forecasting
• Resolve complex contract or billing issues

Customer Advocacy & Enablement

• Educate customers on product value, enhancements, and roadmap alignment
• Capture and communicate feedback to internal teams

Process & Tool Optimization

• Ensure renewal agreements are properly documented and compliant
• Contribute to refinement of renewal processes, templates, and tooling
• Serve as subject matter expert for Salesforce and Gainsight; mentor junior team members

What you can expect

• 4+ years of experience in renewals, account management, and/or customer success in a software or technology environment
• Strong knowledge of SaaS business models, subscription terms, and recurring revenue principles
• Proven experience handling complex or strategic renewal and expansion negotiations
• Demonstrated success in reducing discounting, improving renewal profitability, and surfacing cross-sell opportunities
• Excellent communication, relationship-building, and stakeholder management skills
• Proficient in Salesforce, Gainsight, and other tooling
• Outstanding analytical and forecasting skills with proven ability to interpret data to drive decision-making
• Demonstrated experience working collaboratively with cross-functional teams