Account Manager – Renewal Specialist

Role Overview

• Own the end-to-end renewal process for a portfolio of 2—250 accounts in the up to 10 employees segment
• Proactively reach out to customers 60-90 days prior to renewal dates
• Manage on average 10-15 renewals per month, with fluctuation based on quarterly cycles
• Navigate standard MSA contracts including auto-renewal clauses and 10% year-over-year uplifts
• Accurately forecast renewal outcomes and maintain forecasting hygiene in Salesforce/Clarity
• Conduct light discovery conversations to understand customer health, usage, and satisfaction
• Build and maintain strong relationships with customers to ensure retention
• Address customer concerns and objections proactively
• Collaborate with Customer Success Managers on at-risk accounts
• Identify and surface expansion opportunities within your book of business
• Maintain accurate records of customer interactions, renewal status, and forecasting data
• Follow established renewal playbooks and communication sequences
• Manage renewal pipeline with clear next steps and accurate stage progression
• Meet or exceed renewal rate and revenue retention targets
• Provide weekly forecasts and updates to leadership

Requirements

• 1-3 years of experience in Customer Success, Account Management, or related customer-facing closing role
• Proven track record of meeting or exceeding targets
• Strong communication skills with ability to build rapport quickly
• Excellent organisational skills and attention to detail
• Ability to manage multiple priorities and work independently
• Proficiency with CRM systems (Salesforce preferred)
• Comfortable with data and metrics-driven decision making
• Experience in SaaS or technology industry (Preferred)
• Previous experience in SDR/BDR, inside sales, or account management roles (Preferred)
• Knowledge of compliance, security, or GRC (Governance, Risk, and Compliance) space (Preferred)
• Experience with contract negotiations and renewal processes (Preferred)
• Background in staffing, recruiting, or other relationship-driven industries (Preferred)

Benefits

• 100% covered medical, dental, and vision benefits with dependents coverage
• 16 weeks paid Parental Leave for all new parents
• Health & wellness stipend
• Remote workspace, internet, and mobile phone stipend
• Commuter benefits for team members who attend the office
• Pension matching
• 25 days of Annual Leave per year and unlimited sick time
• 8 company-paid holidays
• Virtual team building activities, lunch and learns, and other company-wide events!