Renewal Specialist

The Renewal Specialist is the execution engine of Keyloop's Renewals Desk. This is a hands-on, deal-doing role focused on owning and closing a portfolio of customer renewals across defined segments - ensuring contracts are renewed on time, at the right value, and with minimal churn.

Working within the frameworks and playbooks established by the Senior Manager, Renewals & Retention, the Renewal Specialist will be the primary point of contact for renewal activity across their assigned accounts - managing timelines, progressing negotiations, identifying risk, and executing save plays where required.

This role is not about building the strategy. It is about delivering it - consistently, professionally, and at pace.

Key Responsibilities

1. Renewal Execution

• Own a defined portfolio of customer renewals across one or more segments
• Manage the full renewal lifecycle for assigned accounts, including:
• Proactive outreach at defined points in the renewal timeline
• Confirmation of renewal intent and commercial terms
• Coordination with Finance and Legal on contract execution
• Escalation to the Senior Manager for complex or at-risk situations
• Ensure all renewals are progressed within defined timelines and milestones
• Maintain accurate and up-to-date renewal records in Salesforce (or relevant CRM)

2. Risk Identification & Save Plays

• Proactively identify accounts showing signs of renewal risk (engagement drop, open issues, commercial sensitivity)
• Apply risk-based renewal management approaches in line with the Renewal Excellence Programme playbooks
• Execute save plays for at-risk accounts, including structured outreach, concession handling, and escalation paths
• Flag emerging risk to the Senior Manager with clear context and a recommended action

3. Commercial Negotiation & Deal Execution

• Lead commercial renewal negotiations within agreed parameters - protecting ARR and minimising discount leakage
• Apply the correct renewal motion by account type:
• Auto-renewal vs negotiated renewal
• Multi-year renewal scenarios
• Price increase conversations
• Upsell and expansion opportunities (in coordination with Sales)
• Refer non-standard commercial arrangements to the Senior Manager or relevant commercial approver

4. Forecasting & Reporting

• Maintain accurate renewal forecasts for assigned portfolio at all times
• Provide weekly input to the renewals pipeline and risk reporting cycle
• Flag forecast changes promptly, with clear reason codes and next actions
• Contribute to renewal performance data used by the Senior Manager for ELT and board reporting

5. Cross-Functional Coordination

• Liaise with Customer Success Managers on account health and renewal readiness
• Coordinate with Finance on invoicing, billing terms, and contract queries
• Engage Legal and Commercial Operations as required for contract execution
• Provide feedback on playbook effectiveness and flag process gaps to the Senior Manager

Skills & Experience

Essential

• Experience in a renewals, retention, or account management role within a B2B SaaS or subscription business
• Demonstrated ability to manage a portfolio of accounts through a full renewal cycle
• Comfortable having commercial conversations with customers, including price increases and save plays
• Highly organised, with the ability to manage multiple renewals simultaneously without losing detail
• Proficient in CRM tools (Salesforce preferred) and Excel/Google Sheets for pipeline management
• Clear communicator - written and verbal - with customers and internal stakeholders

Desirable

• Familiarity with SaaS contract structures, ARR mechanics, and GRR/NRR metrics
• Exposure to multi-product or complex licensing environments
• Experience working alongside or within a Customer Success function
• Background in automotive, dealer management, or B2B technology sectors