Senior Renewal Representative

Senior Renewal Representative

The Senior Renewal Representative will own customer renewals and drive retention and expansion across a diverse portfolio of enterprise accounts. This role combines commercial accountability, strategic relationship management, and data-driven customer success to protect recurring revenue and uncover growth opportunities. You will manage customer relationships across a broad range of account values, from $10,000 to $1 million annually. Working closely with Sales, Product, Engineering, Support, Legal, Finance, and Revenue Operations, you will help customers realize value and strengthen long-term partnerships. You will also play a key role in building scalable renewal processes, customer health indicators, and executive business review practices. This is an opportunity to shape an evolving post-sale program while contributing directly to revenue performance. The role is remote within eligible U.S. states, with travel expected to remain below 15%.

Accountabilities

• Own the renewal portfolio and retention targets, maintaining a rolling forecast and managing each renewal through a structured timeline.
• Deliver accurate renewal forecasts and updates as part of the weekly revenue planning process.
• Act as the primary customer contact and advocate, coordinating internal teams to resolve issues and support customer success.
• Plan and lead executive quarterly business reviews, demonstrating delivered value, reviewing adoption, and aligning customer priorities with the product roadmap.
• Establish an appropriate communication cadence across the portfolio to maintain strong relationships and proactively address customer needs.
• Monitor product usage, adoption, and account health to identify renewal risks early and implement mitigation plans.
• Negotiate renewal pricing, contract terms, and scope while identifying and closing expansion opportunities within existing accounts.
• Identify larger growth opportunities, including new business units, product lines, and use cases, and coordinate qualified handoffs to Account Executives.
• Manage monthly and quarterly consumption cycles for usage-based customers, including reconciliations, true-ups, and overage discussions.
• Collaborate with Revenue Operations and Finance to streamline usage tracking and develop repeatable, scalable processes.
• Maintain accurate customer, account, and renewal information in Salesforce.

Requirements

• 46 years of experience in renewals, customer success, or account management within enterprise B2B software, with direct responsibility for retention or renewal targets.
• Demonstrated ownership of a renewal portfolio, including forecasting, proactive renewal planning, and accountability for commercial outcomes.
• A proven record of strong retention performance and success in achieving or exceeding targets.
• Confidence negotiating commercial terms, pricing, contract duration, and scope.
• Experience leading executive-level quarterly business reviews, including managing challenging customer relationships.
• Ability to interpret usage and adoption data and use insights to guide customer conversations and retention strategies.
• Working proficiency with Salesforce and a disciplined approach to maintaining accurate account and opportunity data.
• Strong commercial judgment, with the ability to recognize expansion opportunities and coordinate effective handoffs to sales teams.
• Experience managing accounts of varying sizes and complexity, from smaller customers to enterprise-level relationships.
• Adaptability, initiative, and enthusiasm for building processes in an evolving business environment.
• Preferred: Experience with consumption-based or usage-based pricing models, including true-ups and overage management.
• Preferred: Background in enterprise B2B SaaS, with exposure to retail, consumer packaged goods, or consumer brand customers.
• Preferred: Familiarity with quoting, order processing, or contract administration.

Benefits

• Annual compensation range of $78,400$98,000, with final pay depending on experience, skills, qualifications, location, and other relevant factors.
• Comprehensive healthcare coverage, including medical, dental, and vision insurance.
• Retirement savings plan.
• Restricted stock units and access to an employee stock purchase plan (ESPP).
• Flexible paid time off and paid holidays.
• Life insurance coverage.
• Mentorship opportunities and professional development support.
• Training and learning opportunities to strengthen skills and support career growth.
• Remote work flexibility for eligible candidates residing in Colorado, New York, Oregon, Texas, or Washington.
• Limited business travel, expected to be less than 15%.