The Renewal Specialist owns the commercial renewal process beginning 120 days prior to contract expiration, including CPQ Renewal Opportunity management, quote creation, and forecast accuracy.
While the Renewal Specialist owns renewal execution mechanics, pricing changes that result in contraction require documented alignment from the assigned Customer Success Manager (CSM), who retains churn accountability for their Book of Business.
The Renewal Specialist ensures:
Contraction rationale is documented in the Renewal Opportunity
Forecast adjustments reflect approved revenue changes
No renewal proceeds without cross-functional visibility
Accurate and timely records of renewal activities in CRM and ERP tools (e.g., Salesforce, CPQ systems, Intacct)
CPQ & Forecast Ownership
This role is fully accountable for:
Activating and managing Renewal Opportunities in Salesforce CPQ
Generating accurate Renewal Quotes
Maintaining forecast precision within ±5% variance
Driving on-time renewal completion
Coordinating approvals and exception workflows
Digital/Scaled Renewal Motion
For Digital/Scaled (DST) customers under $50K ARR, the Renewal Specialist owns the full renewal lifecycle through an automation-driven model, including:
Monitoring automated usage and payment risk signals
Triggering save plays when thresholds are breached
Issuing renewal quotes via CPQ automation
Maintaining forecast ownership for the DST portfolio
Identify growth opportunities for Sales
CSM and Account Executive (AE) involvement occurs only when escalation thresholds are met.
Success Metrics (Refined)
Gross Revenue Retention (GRR) influence
Net Revenue Retention (NRR) influence
Forecast Accuracy (±5%)
On-Time Renewal Rate (>95%)
Reduction in Surprise Churn
Reduction in Last-Minute Concessions
DST Renewal Completion Rate
3–6+ years’ experience in renewals management (preferably SaaS renewals), account management, sales operations, or Customer Success with commercial responsibility.
Strong experience processing renewals and contract amendments, including pricing adjustments and approvals.
Experience supporting Enterprise and/or Mid-Market SaaS accounts
Strong experience and proficiency with Salesforce, renewal forecasting, contracting workflows and SaaS pricing structures (ARR, multi-year, uplifts).
Demonstrated professional proficiency in both verbal and written English to effectively communicate with global customers, internal teams, and stakeholders across various channels (email, chat, video, phone).
Excellent attention to detail and ability to manage multiple renewal cycles simultaneously.
Analytical mindset with the ability to track and report on key retention and renewal metrics.
Ability to work cross-functionally with multiple teams to drive customer success.
Experience with automation or AI-enabled tools to optimize processes.
Experience working with subscription-based or recurring revenue models is a plus.
Ability to work a hybrid schedule with three days per week onsite in our Mexico City office.
Flexibility to support U.S. operations, including working on select Mexico public holidays based on business and operational needs.
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