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Position Overview
The Customer Success and Renewals Specialist is responsible for building strong relationships with customers to ensure adoption, satisfaction, and retention of company products or services. This role focuses on maximizing customer value, managing contract renewals, and identifying opportunities for expansion or upsell.
Key Responsibilities
- Serve as the main point of contact for assigned customers throughout their lifecycle.
- Drive product adoption, onboarding, training, and support to ensure customers realize value.
- Proactively identify and resolve issues to increase customer satisfaction and reduce churn.
- Monitor customer health, usage, and engagement using reporting tools.
- Collaborate with Sales and Account Management to identify growth opportunities (expansion, upsell).
- Own and manage the renewals process: initiate renewal conversations, address objections, negotiate terms, and ensure timely contract closure.
- Maintain updated records of customer interactions and renewal status in CRM.
- Collect and analyze customer feedback, providing input to product and service teams.
- Report on key metrics for retention, renewal rate, customer advocacy, and account health.
Required Skills and Qualifications
- Bachelors degree or equivalent experience.
- 2+ years in Customer Success, Account Management, Renewals, or related field.
- Strong communication and relationship-building skills.
- Proven ability to manage multiple accounts and priorities.
- Negotiation skills and understanding of contracting/renewal terms.
- Analytical mindset with experience using CRM tools (Salesforce, HubSpot, etc.).
- Problem-solving skills and customer-first attitude.
Desired Attributes
- Experience in SaaS, technology, or B2B businesses a plus.
- Passionate about customer experience and growth.
- Ability to collaborate cross-functionally and work autonomously.
- Comfortable with metrics and data-driven decision makin
