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Key Responsibilities and Required Skills for Renewals Account Representative

💰 $ - $

RenewalsSalesCustomer SuccessSaaS

🎯 Role Definition

We are seeking a proactive Renewals Account Representative responsible for managing subscription renewals, minimizing churn, and driving revenue retention across assigned accounts. This role partners closely with Customer Success, Sales, Finance and Legal to manage renewal lifecycles, execute renewal quotes and contracts, identify upsell/cross-sell opportunities, and deliver an exceptional customer experience. Ideal candidates have strong negotiation skills, solid CRM and reporting experience (Salesforce, HubSpot or similar), and a track record of meeting renewal and retention targets in a SaaS or subscription environment.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Success Representative or Customer Success Manager (CSM)
  • Inside Sales or Account Coordinator (Sales Development Representative background)
  • Renewals Specialist or Billing/Subscription Analyst

Advancement To:

  • Renewals Manager / Team Lead
  • Senior Account Manager / Strategic Renewals Manager
  • Customer Success Manager or Enterprise Account Executive

Lateral Moves:

  • Sales Operations / Revenue Operations
  • Implementation / Onboarding Specialist

Core Responsibilities

Primary Functions

  • Own the end-to-end renewals process for a book of business, proactively engaging customers 90–120 days before contract expiration to secure renewals, manage timelines, and drive timely contract execution.
  • Maintain and grow renewal revenue and net revenue retention (NRR) by identifying and proposing upsell and cross-sell opportunities based on customer usage patterns, account health, and business objectives.
  • Manage renewal pricing, discounts and commercial negotiation: prepare, present and negotiate renewal quotes and terms in alignment with company pricing strategy and margin targets.
  • Collaborate with Customer Success Managers and Solutions Engineers to diagnose renewal risk, coordinate customer interventions, and develop mitigation plans for at-risk accounts.
  • Prepare accurate renewal forecasts and pipeline reports weekly and monthly; provide visibility to leadership on timing, risk, and revenue impact using CRM and forecasting tools.
  • Maintain complete and up-to-date renewal documentation in the CRM (Salesforce, HubSpot, etc.), including contract details, decision-makers, renewal history, special terms, and communication logs.
  • Achieve or exceed assigned renewal and retention quotas by using a consultative renewal approach, persuasive communication, and relationship-building with key stakeholders.
  • Conduct contract reviews and coordinate with Legal and Finance teams to resolve contractual, billing, or compliance issues that could impede renewal.
  • Leverage usage, billing, and product analytics to build data-driven renewal strategies and to recommend appropriate license mixes, tiers, or add-ons tailored to customer needs.
  • Execute outbound renewal outreach campaigns (email, phone, virtual meetings) and create tailored renewal collateral, proposals and ROI/impact summaries to influence renewal decisions.
  • Drive churn reduction initiatives by identifying root causes for cancellations, capturing win/loss insights, and feeding product and operations teams with actionable feedback.
  • Manage renewals for complex and multi-product agreements, including coordinating with multi-disciplinary stakeholders, drafting renewal SOWs (Statements of Work), and handling amendments or extensions.
  • Facilitate executive-level renewal conversations when required; prepare briefing materials and renewal playbooks for CSMs and Account Executives to support upsell conversations.
  • Handle renewal invoicing handoffs and billing coordination with Finance to ensure accurate billing, contract start/end dates, and avoidance of service disruptions for renewing customers.
  • Implement segmentation-led renewal strategies (e.g., high-touch vs. low-touch) and execute playbooks tailored to SMB, mid-market, and enterprise cohorts for efficient coverage and higher renewal velocity.
  • Use CRM and subscription systems to automate renewal reminders, tasks, and playbook steps; continuously refine cadence and messaging based on performance data.
  • Track and report key renewal KPIs — renewal rate, churn rate, ARR/ACV renewal, time-to-renew, and win/loss reason — and use insights to optimize process and outcomes.
  • Provide coaching and best practices to junior renewals staff or cross-functional partners on negotiation tactics, objection handling, and upsell techniques.
  • Assist in building customer-facing renewal materials such as ROI calculators, business impact summaries, and renewal proposal templates that highlight value and reduce friction in decision-making.
  • Lead or participate in cross-functional renewal initiatives including pricing changes, contract enforcement, and product packaging reviews that impact contract renewal outcomes.
  • Maintain strong knowledge of product roadmaps, competitive positioning and market changes to proactively address customer concerns and strengthen renewal value propositions.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Assist in hands-off renewals automation projects, identifying opportunities to reduce manual work and increase touch efficiency.
  • Help build and maintain a knowledge base of renewal scripts, FAQ responses, and escalation paths for consistent customer experiences.
  • Participate in periodic cross-functional business reviews (QBRs) to present renewal trends, risk assessments, and account-level recommendations.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM proficiency (Salesforce, HubSpot, Microsoft Dynamics) — maintaining accurate opportunity stages, renewal fields and reporting.
  • Subscription billing and CPQ exposure (Zuora, Recurly, Chargify, Salesforce CPQ) for quote-to-cash and amendment workflows.
  • Strong Excel / Google Sheets skills, including pivot tables, VLOOKUP/XLOOKUP, and basic modeling for renewal forecasting.
  • Experience with analytics and reporting tools (Tableau, Looker, Power BI) to surface renewal insights and account health metrics.
  • Contract and commercial document management experience — creating renewal quotes, SOWs, amendments, and NDAs.
  • Familiarity with SaaS business metrics (ARR/ACV, churn, MRR, NPS) and ability to translate them into renewal strategies.
  • Comfortable using communication and productivity tools (G Suite/Office 365, Slack, Zoom) for outreach and collaboration.
  • Basic understanding of billing systems and invoicing reconciliation to troubleshoot renewal billing discrepancies.
  • Experience with sales enablement platforms (Salesloft, Outreach) for automated multi-touch renewal cadences.
  • Knowledge of negotiation and objection handling frameworks with a documented record of closing renewals near or above target.

Soft Skills

  • Strong negotiation and persuasion skills with a consultative selling mindset focused on value realization.
  • Excellent verbal and written communication; ability to craft clear renewal proposals and present business value to senior stakeholders.
  • Customer-centric orientation with empathy, active listening, and problem-solving to build trusted advisor relationships.
  • Results-driven and target-oriented, with a bias for action and the ability to prioritize under competing deadlines.
  • Analytical mindset and attention to detail when reviewing contracts, pricing, and renewal data.
  • Collaborative team player; able to work cross-functionally with Customer Success, Sales, Finance and Legal.
  • Resilience and adaptability under change — handling escalations, changing pricing or product terms, and complex renewals.
  • Time management and organizational skills to handle a high-volume renewal workload while maintaining quality.
  • Continuous improvement mindset — seeking process improvements and automation opportunities to scale renewals.
  • Ethical and professional judgment in managing customer confidentiality and contractual negotiations.

Education & Experience

Educational Background

Minimum Education:

  • Associate degree or equivalent experience in sales, business administration, or related field.

Preferred Education:

  • Bachelor's degree in Business, Marketing, Finance, Economics, Communications, or a related discipline.

Relevant Fields of Study:

  • Business Administration
  • Finance / Economics
  • Marketing / Communications
  • Information Systems / Computer Science (helpful for SaaS product familiarity)

Experience Requirements

Typical Experience Range:

  • 2–5 years of experience in account management, renewals, customer success, or inside sales; demonstrated experience working with subscription or SaaS customers.

Preferred:

  • 3+ years managing renewals in a SaaS/subscription environment, with proven quota attainment on renewal or retention KPIs; experience with Salesforce and CPQ/billing systems strongly preferred.
  • Experience coordinating cross-functional renewal efforts involving Legal, Finance, and Product teams.
  • Prior exposure to enterprise or mid-market customers and complex contract negotiations is a plus.
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