Renewals Specialist

THE CHALLENGE

The Renewal Specialist is a critical role requiring the skills of a highly motivated and results-driven Customer Success (CS) professional. This role is focused on managing a high volume of client renewals through advanced automation tools and scalable outreach strategies. The ideal candidate will be responsible for maximizing customer retention rates, minimizing churn, and driving revenue growth through efficient renewal processes in the fast-paced events and ticketing sector.

THE ROLE

• Customer Renewal Management:
• Manage and execute renewal processes for a high-volume portfolio of event ticketing clients.
• Proactively engage with customers 90-180 days prior to contract expiration dates.
• Generate accurate renewal forecasts and maintain a rolling 120-day renewal pipeline.
• Conduct renewal negotiations and secure contract extensions with minimal manual intervention.
• Identify and mitigate renewal risks through data-driven insights and customer analytics.

• Automation & Scalable Outreach:
• Implement and optimize automated renewal workflows using CRM and marketing automation platforms.
• Design and execute multi-channel outreach campaigns (email, in-app notifications, SMS).
• Leverage automation tools to send personalized renewal reminders and follow-up sequences.
• Utilize AI-powered tools to predict churn risk and trigger appropriate intervention campaigns.
• Create and maintain automated renewal templates and communication sequences.

• Customer Relationship Management:
• Build and maintain strong relationships with key stakeholders at client organizations.
• Provide exceptional customer service throughout the renewal process.
• Address customer concerns, objections, and renewal blockers effectively.
• Collaborate with Customer Success, Sales, and Support teams to ensure seamless customer experience.
• Gather and act on customer feedback to improve renewal processes and customer satisfaction.

• Data Analysis & Reporting:
• Track and analyze key renewal metrics including retention rates, churn rates, and revenue impact.
• Monitor customer engagement metrics and usage patterns to identify renewal opportunities.
• Generate regular reports on renewal performance and pipeline health.
• Utilize customer data and analytics to segment customers and personalize outreach strategies.
• Maintain accurate customer records and renewal documentation in CRM systems.

• Upselling & Cross Selling:
• Identify expansion opportunities during the renewal process.
• Collaborate with sales teams on larger expansion opportunities.
• Promote new features, add-ons, and enhanced service packages.

Success Metrics (KPIs)

• Gross Retention Rate.
• Net Revenue Retention.
• Renewal Volume.
• Time to Renewal.
• Customer Satisfaction (CSAT during the renewal process)
• Automation Efficiency: (% renewals closed through automated processes)

THE SKILLSET

• Bachelor's degree in Business, Marketing, Communications, or related field
• 2+ years of experience in renewal management, account management, customer success, or sales roles
• Previous experience in B2B SaaS, subscription-based services, or events/ticketing industry preferred
• Proven track record of managing high-volume customer portfolios
• Proficiency with CRM platforms (Salesforce, HubSpot, or similar)
• Experience with marketing automation tools (Marketo, Pardot, Mailchimp, or similar)
• Knowledge of customer success platforms (Gainsight, ChurnZero, or similar)
• Familiarity with ticketing systems and event management software
• Strong Excel/Google Sheets skills for data analysis and reporting
• Experience with email automation and drip campaign tools
• Strong negotiation and closing skills
• Excellent written and verbal communication abilities
• Data-driven mindset with analytical problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Customer-focused approach with strong relationship-building skills
• Detail-oriented with strong organizational capabilities
• Self-motivated with ability to work independently