[Hiring] Senior Renewal Specialist @Critical Start

Role Description

We are seeking a results-oriented Sr. Renewal Specialist to join our Customer Success team. In this role, you will focus on supporting high customer retention by managing contract renewals, identifying opportunities for account growth, and nurturing strong relationships with existing clients. You will act as a trusted partner to customers and contribute to revenue goals through effective and collaborative renewal discussions.

What You Will Be Doing?

• Customer Relationship Management
  • 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.
• Renewal Management
  • 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.
• Revenue Growth
  • 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.
• Process Improvement
  • 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.

Qualifications

• 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.

Preferred Qualifications

• 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).

Skills and Competencies

• Customer-centric approach with strong relationship-building and interpersonal skills.
• Effective negotiator with the ability to handle conflict constructively and professionally.
• Self-starter who thrives in a collaborative, cross-functional environment.
• Strong organizational and time management skills with a keen eye for detail.
• Comfortable navigating change and ambiguity in a dynamic, fast-paced industry.
• Strategic thinker with a proactive mindset and ability to identify opportunities for growth and value delivery.

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.

Application Deadline

The application deadline for this position is May 31, 2026.

How to Apply

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/