Sr. Renewal Specialist, Customer Success

Critical Start•Tallahassee, FL

1d•Remote

About The Position

Critical Start is seeking a results-oriented Sr. Renewal Specialist to join their Customer Success team. This role focuses on supporting high customer retention by managing contract renewals, identifying opportunities for account growth, and nurturing strong relationships with existing clients. The Specialist will act as a trusted partner to customers and contribute to revenue goals through effective and collaborative renewal discussions.

Requirements

3+ years of experience in customer success, account management, or sales roles, within the cybersecurity or technology industry
Hands-on experience managing contract negotiations and renewal processes
Foundational understanding of cybersecurity concepts and industry dynamics
Strong communication and presentation skills, with the ability to effectively engage both technical and non-technical stakeholders
Proficiency in CRM platforms such as Salesforce, and familiarity with customer success or sales enablement tools
Data-driven mindset with the ability to interpret metrics and apply insights to inform actions
Demonstrated success in achieving or exceeding customer retention and revenue-related goals

Nice To Haves

Familiarity with enterprise software sales cycles and procurement processes
Experience working with customer health scoring systems and churn prediction models
Knowledge of key cybersecurity compliance frameworks (e.g., SOC 2, ISO 27001, NIST)
Relevant certifications in customer success, sales, or account management (e.g., SuccessHACKER, CSA, or similar)

Responsibilities

Manage a portfolio of customer accounts throughout the renewal lifecycle, ensuring timely contract renewals and minimizing customer churn.
Build and maintain strong working relationships with key stakeholders at customer organizations, such as IT leaders, security professionals, and procurement teams.
Conduct regular check-ins to assess satisfaction and proactively address any concerns.
Serve as the primary point of contact for renewal-related discussions and contract inquiries.
Monitor and manage renewal timelines for assigned accounts, maintaining accurate forecasts and pipeline visibility.
Analyze customer engagement and usage data to identify accounts at risk and develop strategies to support retention.
Partner with account and customer success managers to ensure seamless handoffs and a consistent, high-quality customer experience.
Lead renewal negotiations, including contract terms, pricing, and service levels, while aligning with profitability goals.
Identify opportunities for account growth through upselling and cross-selling within the existing customer base.
Recommend additional cybersecurity solutions aligned with customer needs and overall security posture.
Collaborate closely with sales teams to coordinate expansion initiatives and introduce new products.
Own a defined book of business; accounts assigned constitute the Renewal Specialist’s sales territory.
Meet or exceed quarterly and annual targets for renewal rates and revenue contribution.
Maintain accurate and up-to-date records of customer interactions, renewal statuses, and outcomes in CRM systems.
Help improve renewal workflows and customer experience by identifying process enhancements.
Share insights from customer interactions and industry trends with product and marketing teams to support go-to-market efforts.
Contribute to the development of renewal playbooks, templates, and best practices for scale and consistency.

Benefits

Competitive salary with bonus potential
Comprehensive health benefits with generous employer contributions for medical, dental, and vision
Additional Ancillary Benefits offered at 100% employee contribution
Unlimited PTO (Paid Time Off) policy
Paid Parental and Military Leave
Dental and Vision Plan
Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage
Additional Voluntary Life Insurance coverage
401(k) Plan with Matching Program
Mines Employee Assistance Program
Monthly Wellness Initiatives
Optional Pet Benefits Discount Plan