Description
The Digital Renewal Representative is responsible for managing multiple customer renewal cycles across a portfolio of regional accounts, ensuring timely and accurate renewals while supporting customer retention and business growth.
This role engages directly with customers during renewal discussions, identifies churn risks and expansion opportunities, and collaborates with Account Executives, Customer Success Managers, and Channel Partners to deliver successful renewal outcomes.
The ideal candidate demonstrates strong time management, customer focus, and the ability to execute renewals with increasing independence while leveraging Customer Relationship Management (CRM) systems and established renewal playbooks.
Responsibilities
- Execute end-to-end renewal activities while streamlining workflows and minimizing manual intervention
- Successfully close customer renewals to protect and retain the existing customer base while ensuring accuracy and timely execution
- Identify and close seat expansion opportunities during the renewal process using established sales plays
- Monitor account auto-renewal status and proactively engage customers when auto-renewals are disabled to reduce churn risk
- Work directly with customer procurement teams to complete renewal transactions efficiently
- Maintain accurate sales forecasts and pipeline visibility using Customer Relationship Management (CRM) and renewal management tools
- Collaborate with Account Executives on larger cross-sell and expansion opportunities
- Partner with Customer Success Managers to support customer retention, adoption, and post-sales engagement activities when required
- Provide light-touch support to authorized Channel Partners
- Share insights on churn risks, renewal blockers, and missed upsell opportunities with internal stakeholders
- Gather and communicate customer feedback related to products, packaging, and the overall renewal experience
Minimum Qualifications
- 3–5 years of experience in inside sales, renewals, account management, or customer-facing sales roles
- Experience successfully closing customer renewals or sales opportunities, including customer engagement and follow-up
- Proven ability to manage multiple renewal cycles and competing priorities simultaneously
- Strong organizational and time management skills
- Experience using Customer Relationship Management (CRM) or renewal management systems
- Strong written and verbal communication skills
- Customer-focused mindset with the ability to understand customer needs and deliver effective solutions
- Bachelor's degree or equivalent professional experience
Preferred Qualifications
- Experience in a software, Software as a Service (SaaS), or technology sales environment
- Experience supporting subscription-based or renewal-driven business models
- Experience identifying and closing seat expansion or upsell opportunities during customer renewals
- Familiarity working with procurement teams and contract-based renewal processes
- Experience collaborating with Account Executives, Customer Success teams, and Channel Partners
- Ability to identify churn risks and recommend proactive customer retention strategies
- Experience working in a fast-paced, metrics-driven sales environment