Renewal Operations Specialist

Key Responsibilities

• Manage the end-to-end renewal process for subscription contracts.
• Build and maintain a rolling 90-, 120-, and 180-day renewal pipeline, with clear next steps, risk indicators, and renewal status updates.
• Issue renewal notices, prepare renewal quotes, and coordinate approvals, documentation, purchase orders, and customer paperwork required for timely execution.
• Partner with Sales, Customer Success, Finance, Legal, Billing, and Operations to resolve pricing, contract, entitlement, and compliance issues that could delay renewal.
• Lead proactive customer communication to confirm renewal intent, align on timing, remove blockers, and reinforce business value before contract expiration.
• Work with customer operations teams to identify and track customer usage, contract terms, service history, and account signals to identify churn risk, non-renewal exposure, co-terming opportunities, and expansion handoff opportunities.
• Support government renewals by aligning outreach and documentation to fiscal-year timing, procurement rules, funding windows, and agency approval workflows.
• Maintain complete and accurate renewal records in CRM/ERP systems, including contract dates, quote status, customer contacts, forecast notes, and renewal outcomes.
• Provide weekly reporting on renewal pipeline, at-risk accounts, forecast changes, renewal attainment, and root causes of churn or delay.
• Standardize renewal playbooks, templates, and internal handoffs to improve cycle time, accuracy, and customer experience over time.
• Escalate renewal risks early and recommend operational actions to improve retention, reduce missed expirations, and tighten revenue predictability.

Qualifications

• 5+ years of experience in renewals, customer operations, customer success operations, account coordination, contract administration, or a similar recurring-revenue role.
• Experience supporting B2B SaaS, subscription, or service-based businesses with recurring contracts.
• Strong working knowledge of CRM and ERP systems; Salesforce and/or NetSuite experience preferred.
• Demonstrated ability to manage multiple contract timelines, stakeholders, and dependencies with strong attention to detail.
• Strong written and verbal communication skills, including customer-facing follow-up, internal coordination, and executive-ready status reporting.
• Comfort working with quotes, contract terms, purchase orders, and basic commercial constructs such as term dates, co-termination, uplifts, and entitlement changes.
• Experience working with government, law enforcement, education, or other regulated accounts is preferred.
• Ability to work cross-functionally, solve process issues, and operate with urgency in a deadline-driven environment.
• Excellent written and verbal communication skills with a high level of professionalism in customer-facing interactions.

Additional Comments

This position is remote; however, candidates residing in or near Phoenix, AZ or Malvern, PA are preferred for hybrid work opportunities.
Comprehensive benefits package including medical, dental, vision, life insurance, short- and long-term disability starting on your first day
401(k) retirement savings plan with company match