[Hiring] Renewal Specialist, Services Sales @Zone & Co

Role Description

The Renewal Specialist, Services Sales role is responsible for managing the full services renewal lifecycle for a global portfolio of customer accounts. This role ensures the successful execution of recurring services revenue by applying a structured and strategic approach across segmentation, value alignment, negotiation, and contract execution. The Renewal Specialist engages customers in advance of their renewal date, aligns renewal conversations with customer usage and satisfaction, and ensures commercial outcomes that support both retention and revenue objectives.

This role requires strong communication skills, commercial instincts, and the operational rigor to manage renewals at scale. The Renewal Specialist partners cross-functionally with Customer Success, Sales, Finance, Legal, and Revenue Operations to execute a consistent, customer-centric renewal process. The ideal candidate thrives in a high-growth, remote-first, and fast-paced SaaS environment, with the ability to manage multiple priorities and adapt to evolving business needs.

Responsible for exemplifying excellent customer service and the Company core values, culture, policy and procedures at all times.

What you'll do...

• Own and manage a defined renewal book of business across global customer accounts, serving as the primary point of contact for all renewal activities.
• Apply customer segmentation strategies to prioritize engagement and personalize outreach, executing against a renewal calendar to ensure timely, proactive engagement.
• Conduct pre-renewal usage and health reviews in partnership with Customer Success, reinforcing service value and outcomes in every renewal conversation.
• Deliver renewal proposals and negotiate commercial terms within established parameters, following approval workflows and deal desk guidelines.
• Identify opportunities for early renewals, multi-year commitments, and upsell.
• Proactively address churn risks through outreach and escalation, and respond to customer concerns and objections promptly and professionally.
• Monitor churn trends and partner with leadership on mitigation strategies.
• Collaborate with Legal and Finance to ensure timely contract execution, data accuracy, and audit-ready documentation.
• Manage post-renewal handoff to ensure continuity in service delivery and customer experience.
• Accurately forecast renewals, participate in forecast calls, and contribute to revenue planning, retention targets, and risk identification.
• Maintain precise CRM records, including opportunity details, stage progression, and notes.
• Track and report on key metrics such as retention rate, churn rate, and renewal cycle time.
• Support pricing transitions, commercial policy changes, and packaging updates as part of the renewal process.
• Partner with Revenue Operations on process improvement and automation, and help refine renewal playbooks and best practices.
• Surface product and service feedback from customers to relevant teams.
• Support onboarding of new team members by sharing process knowledge and context.

Qualifications

• 1–2+ years of experience in renewals, customer success, account management, or services sales.
• Demonstrated success managing renewals at scale in a SaaS or fintech environment.
• Strong commercial acumen, with the ability to lead customer conversations around value, usage, and pricing.
• Experience managing churn risk and executing save or win-back strategies.
• Familiarity with recurring revenue metrics (ARR, MRR, churn, NRR) and reporting frameworks.
• Proficiency in Salesforce, CPQ tools, DocuSign, and other contract management systems.
• Excellent written and verbal communication skills with a customer-first mindset.
• Strong organization, time management, and attention to detail, with a deadline-oriented approach.
• A collaborative approach to working across functions and global time zones.
• Bachelor’s degree or equivalent experience preferred.

Benefits

• High-velocity, fully remote, global team environment.
• Autonomy as a standard practice.
• Support for life beyond the screen to focus on making a global impact.