Customer Retention and Renewals Specialist

We are seeking a proactive and results-driven Customer Retention & Renewals Specialist with a strong emphasis on customer renewals, retention, and account expansion. In this role, you'll be the voice of our company, responsible for building and maintaining strong relationships with our customers. You will be the primary point of contact for a portfolio of customers, focused on driving product adoption, ensuring customer satisfaction, and identifying opportunities to grow the account value through upselling and cross-selling. Your success will be measured by customer health scores, renewal rates, retention metrics, and expansion revenue. You'll work closely with our Technical Relationship Managers (TRMs), Account Managers, Support Teams and the wider Customer Experience (CX) organization to ensure customers are fully supported and successful throughout their journey with us.

• 5+ years of      experience in a customer-facing role, such as Customer Success, Account Management, or a similar position, preferably at a B2B software company.
• Proven track  record of managing a portfolio of accounts and achieving high customer      retention rates.
• Proven  success managing renewals and growing customer accounts
• Experience  managing the renewal process and negotiating contracts.
• Strong  understanding of the software development lifecycle and cloud-based  technologies is a plus.
• Proficiency  with CRM software (e.g., Microsoft Dynamics) and Customer Success  platforms.
• Comfortable  working cross-functionally with Sales, Product, CX, Field & Marketing  teams.
• Data-oriented with strong analytical and problem-solving skills.

Soft Skills

• Exceptional  communication and interpersonal skills, with the ability to build rapport  and trust with customers at all levels.
• Strong  problem-solving abilities and a proactive, solutions-oriented mindset.
• Highly  organized with the ability to manage multiple accounts and priorities simultaneously.
• Empathetic and  patient, with a genuine desire to help customers succeed.
• Excellent negotiation skills and a strategic approach to managing renewals and  identifying expansion opportunities.
• Team player who  can collaborate effectively with internal stakeholders, including sales, support, and product teams.
• Active  listening to clearly understand customer needs and scope
• Strategic  thinking to clearly understand the customer’s business objectives  and aligns the success plan accordingly.
• Proactive  mindset to anticipate customer needs and takes initiative before issues  arise. Be proactive to drive engagement and value to avoid churn.

Customer Retention & Renewals

• Own and manage the end-to-end customer lifecycle post-sales with a focus on driving high retention and renewal rates.
• Forecast and execute customer renewals; identify and mitigate churn risks proactively.
• Lead renewal discussions, demonstrating ROI and value alignment to secure long-term partnerships.
• Manage the end-to-end renewal process, from negotiation to close

Account Expansion

• Identify growth opportunities within accounts by understanding customer goals and aligning them with our products/services.
• Collaborate with Sales to drive upsell and cross-sell motions based on usage data, customer maturity, and business needs.

Customer Engagement & Success Planning

• Build and maintain strong relationships with key stakeholders to ensure high levels of satisfaction and engagement.
• Conduct onboarding calls that provide structured guidance, training and resources to accelerate time-to-value. 
• Conduct regular business reviews to align product value with customer objectives.
• Develop and execute tailored success plans that drive adoption and measurable outcomes.

 Customer Advocacy & Feedback

• Act as the voice of the customer internally by delivering feedback to Product, Sales, CX and Marketing teams.
• Encourage advocacy through case studies, testimonials, referrals, and participation in our Customer Ambassador Program. 

 Data-Driven Insights & Reporting

• Monitor customer health and usage trends to anticipate needs and proactively address issues.
• Maintain accurate records in Microsoft Dynamics (CRM), Customer Health and other Customer Success tools to track renewals, expansion opportunities, and engagement activities.

• Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
• 11 company-paid holidays per year
• 18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
• Sick time of 10 days per year, with rollover of unused days
• 401(k) plan with 100% company match
• Paid maternity and paternity leave
• Monthly home office allowance
• Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
• Employee Assistance Program (EAP) and Financial Wellness tool
• Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
• Wellbeing apps, including Rightway, Headspace and Wellhub
• Training and development opportunities to advance your career
• President’s Club for the highest performing salespeople and overachievers
• An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
• A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Additional information:
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