We are seeking a proactive and results-driven Customer Retention & Renewals Specialist with a strong emphasis on customer renewals, retention, and account expansion. In this role, you'll be the voice of our company, responsible for building and maintaining strong relationships with our customers. You will be the primary point of contact for a portfolio of customers, focused on driving product adoption, ensuring customer satisfaction, and identifying opportunities to grow the account value through upselling and cross-selling. Your success will be measured by customer health scores, renewal rates, retention metrics, and expansion revenue. You'll work closely with our Technical Relationship Managers (TRMs), Account Managers, Support Teams and the wider Customer Experience (CX) organization to ensure customers are fully supported and successful throughout their journey with us.

• 5+ years of experience in a customer-facing role, such as Customer Success, Account Management, or a similar position, preferably at a B2B software company.
• Proven track record of managing a portfolio of accounts and achieving high customer retention rates.
• Proven success managing renewals and growing customer accounts
• Experience managing the renewal process and negotiating contracts.
• Strong understanding of the software development lifecycle and cloud-based technologies is a plus.
• Proficiency with CRM software (e.g., Microsoft Dynamics) and Customer Success platforms.
• Comfortable working cross-functionally with Sales, Product, CX, Field & Marketing teams.
• Data-oriented with strong analytical and problem-solving skills.

Soft Skills

• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels.
• Strong problem-solving abilities and a proactive, solutions-oriented mindset.
• Highly organized with the ability to manage multiple accounts and priorities simultaneously.
• Empathetic and patient, with a genuine desire to help customers succeed.
• Excellent negotiation skills and a strategic approach to managing renewals and identifying expansion opportunities.
• Team player who can collaborate effectively with internal stakeholders, including sales, support, and product teams.
• Active listening to clearly understand customer needs and scope
• Strategic thinking to clearly understand the customer’s business objectives and aligns the success plan accordingly.
• Proactive mindset to anticipate customer needs and takes initiative before issues arise. Be proactive to drive engagement and value to avoid churn.

Customer Retention & Renewals

• Own and manage the end-to-end customer lifecycle post-sales with a focus on driving high retention and renewal rates.
• Forecast and execute customer renewals; identify and mitigate churn risks proactively.
• Lead renewal discussions, demonstrating ROI and value alignment to secure long-term partnerships.
• Manage the end-to-end renewal process, from negotiation to close

Account Expansion

• Identify growth opportunities within accounts by understanding customer goals and aligning them with our products/services.
• Collaborate with Sales to drive upsell and cross-sell motions based on usage data, customer maturity, and business needs.

Customer Engagement & Success Planning

• Build and maintain strong relationships with key stakeholders to ensure high levels of satisfaction and engagement.
• Conduct onboarding calls that provide structured guidance, training and resources to accelerate time-to-value.
• Conduct regular business reviews to align product value with customer objectives.
• Develop and execute tailored success plans that drive adoption and measurable outcomes.

Customer Advocacy & Feedback

• Act as the voice of the customer internally by delivering feedback to Product, Sales, CX and Marketing teams.
• Encourage advocacy through case studies, testimonials, referrals, and participation in our Customer Ambassador Program.

Data-Driven Insights & Reporting

• Monitor customer health and usage trends to anticipate needs and proactively address issues.
• Maintain accurate records in Microsoft Dynamics (CRM), Customer Health and other Customer Success tools to track renewals, expansion opportunities, and engagement activities.