Customer Retention and Renewals Specialist

IGEL • Fort Lauderdale, FL

23h

About The Position

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.

Requirements

• 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.
• 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.
• 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.

Nice To Haves

• Strong understanding of the software development lifecycle and cloud-based technologies is a plus.

Responsibilities

• Building and maintaining strong relationships with customers.
• Serving as the primary point of contact for a portfolio of customers.
• Driving product adoption.
• Ensuring customer satisfaction.
• Identifying opportunities for account growth through upselling and cross-selling.
• Collaborating with Technical Relationship Managers (TRMs), Account Managers, Support Teams, and the wider Customer Experience (CX) organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed