Renewals Specialist

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions.

About The Team

The Renewals team plays a critical role in Outreach's growth by helping customers continue realizing value from Outreach while protecting and growing recurring revenue. We combine customer engagement, commercial acumen, and operational rigor to drive retention and deliver successful renewal outcomes. Beyond managing individual renewals, our team continuously improves the processes, systems, and operating rhythms that make renewals predictable, scalable, and customer-centric. We collaborate closely with Sales, Customer Success, Revenue Operations, Deal Desk, Legal, and Support to deliver a seamless customer experience while helping Outreach retain and grow revenue. We're a highly collaborative team that values accountability, curiosity, and continuous improvement.

About the role

You own the transactional details of renewing our current customer base. As contracts approach their end date, you track and process each renewal so customers move forward on time. When an account is at risk, you step in to rebuild value and protect the relationship, partnering with an Account Manager to build and carry out a save plan. Your primary metrics are on-time renewal rate and renewals saved, measured by both quantity and revenue value. AI is part of how we work at Outreach. You will use AI to surface renewal risk earlier, turn usage and support signals into a clear picture of account health, and cut down on manual tracking so more of your time goes to the conversations that save accounts.

This role is based in Atlanta, GA and will be a hybrid position based in our Atlanta office 2-3 days per week.

Responsibilities

• Renewal Execution: Manage renewal notifications and customer communications, ensuring each one is actioned at key milestones. Partner with AMs during weekly renewal reviews and escalations.
• Save Motion: Partner with Sales (Account Managers and Sales Leaders), Revenue Operations, BI, and Support to save renewals when a customer is at risk or has told us they intend to leave.
• Forecasting and Reporting: Maintain forecast accuracy by updating renewal values and risk indicators. Identify churn, contraction, and renewal risks early. Maintain strong CRM hygiene and renewal documentation.
• Process and Program Design: Design, maintain, evaluate, and iterate team workflows, using customer feedback to build processes that improve the customer experience.

Requirements

• 2+ years of experience in a SaaS environment.
• BA/BS degree or equivalent professional experience.
• Curious about AI and eager to apply it in practical ways.
• Experience developing processes and programs which optimize the customer experience or positively influence renewals process.
• Highly organized and self-directed, with the ability to work independently and engage confidently across all levels of the organization.
• Experience managing forecasts and metrics.
• Experience with CRM, Project Management, and Success tools such as Catalyst, Salesforce, Smartsheet, and Zendesk.
• Intermediate skills in data analysis tools such as Tableau, Excel, Google Sheets.

Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Pay

The annual base salary range for this role is $45,000-$50,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. This is a non-exempt role, and as such is eligible for overtime pay in accordance with federal and applicable state laws.

Schedule

This role requires consistent and accurate logging of hours in our HRIS system and is based in the Atlanta office 2-3 days per week.