Renewal Specialist (Remote)

Cengage Group

1d•$24 - $31•Remote

About The Position

We believe in the power and joy of learning At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Focusing on college and career readiness, Cengage School equips students with the skills and confidence to succeed beyond the classroom. Through exclusive access to National Geographic Learning, Big Ideas Learning, Gale, Thorndike Press and Cengage curriculum and technology, it engages learners in core subjects and career pathways—empowering educators and inspiring student success. Our culture values inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/. 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 Central and Southwest Region 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