Renewals Specialist

Job Summary

ActiveProspect is seeking a detail-orientated and customer-focused Renewals Specialist to support the customer renewal process for our subscription-based customers. As a member of the Revenue Operations team, you will help ensure timely contract renewals, maintain accurate customer records, and contribute to a positive renewal experience that supports customer retention and recurring revenue growth.

Responsibilities

• Renewal Process Support
• Manage a portfolio of customer renewals and proactively engage customers regarding upcoming contract expiration dates.
• Serves as a primary point of contact for routine renewal communications and inquiries.
• Prepare renewal quotes, order forms, and supporting documentation.
• Cook up with Customer Success Managers (CSMs) and Account Executives to support successful renewals.
• Aid customers with contract-related questions and ensure a smooth renewal experience.
• Maintain accurate renewal records and customer information within the CRM system.
• Pipeline & Data Management
• Monitor and manage a pipeline of upcoming renewals to ensure timely outreach and contract execution (120/90/60/30).
• Track renewal progress and update opportunity stages within Salesforce and other internal systems.
• Identify renewal risks and escalate concerns to appropriate stakeholders.
• Aid with renewal forecasting by maintaining accurate data and reporting.
• Support reporting efforts related to renewal performance, retention, and customer trends.
• Contract Administration
• Cook up contract reviews and approvals with internal teams.
• Ensure renewal agreements are completed accurately and in compliance with company policies.
• Aid with contract execution and document management processes.
• Aid with pricing updates, product changes, and customer communications related to renewals.
• Customer Experience
• Deliver professional and responsive customer service throughout the renewal lifecycle.
• Build positive relationships with customers and internal stakeholders.
• Help identify opportunities to improve renewal workflows, processes, and customer communications.
• Gather and share customer feedback with internal teams to support ongoing product and service improvements.

Qualifications and Skills

• 3-4 years of experience in customer service, account management, sales support, customer success, operations, or a related field.
• Experience working in a SaaS, technology, or subscription-based business is preferred but not required.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Excellent written and verbal communication skills.
• Detail-oriented with strong problem-solving abilities.
• Comfortable working with CRM systems such as Salesforce, Google and Microsoft.
• Ability to collaborate effectively across multiple teams.
• Customer-focused mindset with a commitment to delivering a positive experience
• Ability to learn and adapt in a fast-paced, evolving environment.
• Minimum 5-10% travel required

Reports to

- Renewals Manager

Direct Reports

- None

Organizational Impact

• Supports customer retention efforts by helping ensure timely and accurate contract renewals.
• Contributes to recurring revenue growth through efficient renewal administration and customer engagement.
• Maintains accurate renewal data that supports forecasting and business planning.
• Helps improve customer satisfaction by providing a seamless renewal experience
• Supports process improvements that increase operational efficiency and reduce renewal cycle times.
• Builds strong working relationships across Customer Success, Sales, finance and Legal teams.