Renewals Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take ownership of the renewal calendar and manage renewal timelines.

• Notify Account Managers and Customer Success Managers about upcoming renewals.

• Oversee confirmed straight renewals from confirmation to signature.

• Facilitate renewal discussions, validate intent, respond to inquiries, and address straightforward pushback on terms.

• Document customer requirements beyond current ownership and inform the Account Manager on the same day.

• Prepare renewal quotes and ensure agreements are signed.

• Manage the book of business by account tier, utilizing full touch sequences for high-value and multi-module accounts.

• Maintain a weekly forecast categorized by month, product line, and confidence level.

• Accurately report renewal risks, unstable renewals, and churn.

• Identify at-risk accounts and direct adoption, commercial, or support issues to the appropriate owner.

• Conduct regular check-ins with Customer Success on accounts displaying warning signs.

• Ensure accuracy of renewal dates, contract terms, contacts, and outcomes in HubSpot.

• Identify trends in customer retention and churn.

• Assist in developing and documenting the renewals process.

⛳️ Requirements

• 1–3 years of experience in a customer-facing role with a tangible deliverable, such as SaaS, inside sales, customer support, account coordination, or similar fields.

• Highly organized with dependable follow-through across multiple accounts in various stages.

• Comfortable communicating with customers via phone and email.

• Able to manage volume and repetition across a large portfolio of accounts.

• Willing to deliver unfavorable news promptly and provide an honest assessment.

• Strong written communication skills, with a preference for concise, friendly emails.

• Proficient in using a CRM; experience with HubSpot and spreadsheet-based tracking of the book of business.

• Capable of exercising judgment to manage issues independently and escalate when necessary.

• Familiarity with renewals or subscription contracts.

• Any background in manufacturing, construction, woodworking, or skilled trades is a plus.

• Experience in learning a technical product from the ground up.

• Must reside in an eligible U.S. state; eligible states include Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin.

• Candidates based in California, Colorado, New York, Illinois, Washington, or other states with active pay transparency requirements are not eligible.

🏝️ Benefits

• Option for remote work or office environment, depending on the role and location.

• Reasonable adjustments/accommodations for individuals with disabilities.

• Employee wellbeing support.

• Flexible working arrangements.

• Safe and supportive workplace.

• Inclusive and accessible work environment.