Renewal Representative

Job Description

REQUIREMENTS

• Demonstrated experience managing customer renewals, account management, inside sales, or customer success motions within a business-to-business environment.
• Proven ability to independently manage a high volume of renewal transactions with strong attention to detail and prioritisation.
• Strong customer-facing communication skills, with confidence engaging procurement and commercial stakeholders.
• Commercial awareness, including experience negotiating renewal terms and addressing customer objections.
• Ability to identify churn risks, expansion signals, and renewal blockers using customer insight and data.
• Experience using customer relationship management systems to manage pipelines, forecasts, and renewal workflows.
• Highly organised and capable of managing competing priorities in a fast-paced environment.
• Familiarity with United Kingdom customer buying behaviours and regional commercial practices.
• Degree-level education or equivalent professional experience.

RESPONSIBILITIES

• Independently own and execute full renewal workflows across assigned regional customer accounts.
• Drive timely, accurate renewal completion with minimal guidance, ensuring contract and commercial accuracy.
• Defend the existing customer base by proactively identifying churn risk, renewal blockers, and customer concerns.
• Identify and close seat-based expansion opportunities at renewal, using standard playbooks and creative commercial approaches.
• Work directly with customer procurement and commercial teams to manage renewal execution and resolve issues.
• Apply clear, persuasive communication to influence renewal outcomes and maintain strong customer relationships.
• Maintain accurate renewal pipeline management, forecasting, and reporting within CRM systems.
• Monitor auto-renewal status and intervene when auto-renewals are disabled to prevent churn.
• Use data, insights, and workflow automation to improve renewal efficiency and predictability.
• Engage Account Executives on larger cross-sell or expansion opportunities identified during renewal cycles.
• Partner with Customer Success Managers to align on adoption, retention, and renewal strategy.
• Provide light-touch support to partners on partner-owned or assisted renewal accounts.
• Share insights on churn risk, renewal blockers, and missed upsell signals across teams.
• Provide guidance and informal mentorship to less experienced renewal or sales colleagues.
• Share customer feedback on product experience, packaging, and commercial friction with internal teams.

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