Lead Renewal Specialist

Cengage Group•Virtual US OH, OH

2d•$24 - $31•Remote

About The Position

The Renewal Specialist is responsible for managing and driving customer renewals through proactive engagement, strategic prioritization, and close collaboration with sales representatives and internal teams. This role ensures customer happiness, minimizes churn, and supports revenue growth by efficiently managing renewal opportunities and identifying expansion opportunities across the product portfolio.

Requirements

Strong organizational skills with the ability to manage multiple renewals simultaneously
Excellent written and verbal communication skills
Experience managing CRM systems and maintaining clean, detailed data
Ability to prioritize work based on urgency, value, and customer risk
Strong collaboration skills and ease working across sales and internal groups
Customer-focused attitude with a proactive approach to problem-solving
Capacity to acquire and maintain comprehensive product understanding to assist with renewals and growth discussions

Nice To Haves

Previous experience in renewals, account management, or customer success
Experience working in an education, publishing, or SaaS environment
Familiarity with sales processes, forecasting, and pipeline management

Responsibilities

Own and manage a renewal pipeline using CRM dashboards, ensuring accurate tracking of contacts, opportunities, quotes, and renewal stages
Maintain detailed and timely notes on all customer interactions, including calls, meetings, emails, and renewal activity
Complete renewal strategies by working opportunities through defined stages and prioritizing renewals by value and risk level
Manage a high-volume inbox and maintain a customer response-time goal of 24 hours or less
Proactively prioritize and work the highest-value renewals in descending order to improve retention and revenue
Conduct monthly sessions with sales representatives to assess renewal progress, address at-risk accounts, and coordinate on strategic plans to boost renewals
Collaborate closely with sales reps and internal teammates to stay current on systems, tools, and processes
Attend bi-weekly Southeast and Northeast meetings to provide renewal updates, field questions, and support managers and teams
Develop product knowledge to find opportunities for expansion and new product growth during the renewal cycle
Accurately log and track all customer activity in CRM to support reporting, forecasting, and leadership visibility