Account Management & Renewals Coordinator

About the role

Sullivan on Comp is a subscription‑based legal research and technology platform serving the California workers’ compensation industry, with an expanding business‑development effort for Cadence, an AI platform used by law firms and claims organizations to review and analyze workers’ compensation matters. The Account Management & Renewals Coordinator provides direct support to the Account Executive responsible for renewals, account management, customer retention, and account growth, ensuring that renewals, customer requests, account changes, documentation, and follow‑up activities are handled accurately and on time while promptly identifying issues that require Account Executive involvement.

Responsibilities

• Manage the end‑to‑end renewal process: track upcoming renewals, coordinate customer communications, process standard renewal requests, maintain accurate renewal status in HubSpot.
• Monitor customer accounts and proactively identify renewals, retention risks, account changes, or nonstandard situations requiring Account Executive involvement.
• Maintain accurate group‑account, subscription, billing, user, and account information while coordinating routine account updates with internal teams.
• Support customer retention and growth initiatives by identifying potential upgrade, expansion, and Cadence opportunities and escalating them to the Account Executive.
• Prepare quotes, contracts, renewal documents, account reviews, and related documentation while tracking outstanding forms, requests, and customer commitments through completion.
• Maintain accurate CRM records, customer interactions, renewal activities, forecasts, reports, and account‑status tracking to support informed decision‑making.
• Conduct routine customer follow‑up, respond to standard account and renewal inquiries, and help maintain engagement between strategic account conversations.
• Coordinate with Sales, Customer Service, Finance, and other internal stakeholders to ensure timely resolution of customer requests and a positive client experience.
• Provide actionable account intelligence by identifying upcoming renewals, accounts requiring attention, retention opportunities, and customer trends that support account management strategy.
• Support industry conferences, trade shows, and firm events through event preparation, on‑site participation, customer engagement, lead follow‑up, and business travel as needed.

Requirements

• 2+ years of experience in sales and/or business development in the Workers’ Compensation, Insurance, Legal Tech, SAAS, or similar Legal Services industry.
• Experience using HubSpot or a similar CRM.
• Experience providing client activation and renewal support to account management, sales, or customer success teams.
• Willing and able to travel for conferences, trade shows, and firm meetings.