Renewals Manager

About the role

As a Renewals Specialist at n2y, you will play a critical role in driving customer retention by managing the renewal process for our clients. Working closely with Customer Success Managers (CSMs), you will ensure that customers continue to realize the value of our products and services, facilitating smooth and timely renewals. This role involves proactive outreach, negotiation, and relationship management to secure renewals and identify potential expansion opportunities. The ideal candidate is detail-oriented, customer-focused, and has a track record of achieving renewal targets.

Main Responsibilities 

• Manage the end-to-end renewal process for a portfolio of accounts, ensuring timely and accurate renewals that align with retention goals.
• Proactively engage with customers ahead of renewal dates to discuss contract terms, address questions, and confirm continued commitment.
• Collaborate closely with Customer Success and Sales teams to assess account health, identify expansion opportunities, and address any risks that may impact renewal.
• Negotiate renewal terms and pricing, applying relevant discounting and pricing policies to maximize retention and revenue.
• Track and report on renewal metrics, identifying trends, forecasting renewals, and sharing insights with the broader Customer Success team.
• Use CRM tools (e.g., Salesforce) to manage renewal activities, keeping accurate records of customer interactions and renewal status.
• Identify at-risk accounts early in the renewal process, working with Customer Success Managers to develop and implement retention strategies.
• Maintain knowledge of product updates and enhancements, effectively communicating value propositions to customers to support renewals.
• Continuously improve renewal workflows, suggesting enhancements to make the renewal process more efficient and customer-friendly.

Essential Criteria 

• 3 years of experience in renewals, account management, or a similar customer-facing role, ideally within EdTech or SaaS.
• Proven track record of meeting or exceeding renewal and retention targets in a fast-paced environment.
• Strong negotiation and relationship management skills, with a customer-focused approach.
• Proficiency with CRM and renewal management tools (e.g., Salesforce) and comfort using data to track and forecast renewals.
• Excellent organizational and time management skills, with the ability to manage multiple renewal processes simultaneously.

Desirable Criteria

• Knowledge of the education sector, particularly K-12 or higher education, with an understanding of common renewal challenges in educational institutions.
• Familiarity with subscription-based business models, recurring revenue, and contract management.
• Experience collaborating with cross-functional teams, such as Customer Success, Sales, and Finance, to support retention and revenue goals.
• Understanding of churn metrics, renewal forecasting, and other key performance indicators (KPIs) related to customer retention.
• Bachelor’s degree or equivalent experience in business, education, or a related field.