Renewal Specialist

Our client is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.

Our client is a global leader in the experience analytics space, having secured $1.4 billion in funding and expanded to 15 offices worldwide.

About the job:

The Renewal Specialist, Scaled Programs, is part of our Growth & GTM Strategy organization,

specifically within the Scaled Success Global team. This role is responsible for independently

managing the renewal process for a portfolio of 40-50 customer accounts with an ACV below $10K, ensuring timely, accurate contract renewals that align with company policies and customer expectations.

As a Renewals Manager, you will own the full sales lifecycle of renewal execution from customer

outreach to contract signing. You’ll make plan recommendations, negotiate pricing, and maintain an accurate forecast to flag potential risks and growth opportunities in your portfolio. This role requires close collaboration with our Sales, Revenue Operations, and Legal teams. This role reports to the Global Scaled CS Lead and is a critical contributor to protecting the overall $25M+ in annual recurring revenue under management.

This position does not have direct reports.

What you'll do:

• Execute renewal transactions for your book of business, including multi-product negotiations, pricing discussions, handling objections, and renewal closing.
• Update and maintain the forecast for your assigned renewals, prioritizing accuracy and detail when significant changes occur.

• Partner with peers and cross-functionally by collaborating with Sales, RevenueOperations, Legal, and Support teams to resolve complex customer situations, while also gathering best practices from your peers in the Scaled Success team.

• Contribute to improving renewal processes by sharing feedback and friction points with your manager.

What you'll need to succeed:

• Proven renewals or sales experience managing sales transactions independently(preferably in a scaled, digital-first, or SMB environment), experience in negotiation scenariosrequired
• Strong English fluency, both written and spoken (hard requirement, as we communicatewith the majority of our customers in English)
• Strong proficiency with technology and systems, including CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement/automation tools (Outreach preferred)
• Self-directed and proactive with the ability to work independently, prioritize effectively, and make sound judgment calls within established guidelines
• Experience with SaaS products or digital analytics tool with the ability to recommend the best-fit product suite for a customer’s needs.