Renewals Manager

• Execute the renewals process for a portfolio of subscription customers, leveraging proven strategies that support revenue retention while maintaining customer trust

• Manage customer communications, support pricing discussions, and address objections to facilitate successful on-time renewals, expansions, and cross-sells

• Partner with Customer Success to review account health and usage data ahead of contract end dates, identifying renewal risk and growth opportunities

• Initiate proactive outreach to customers at defined intervals prior to contract expiration (90, 60, and 30 days) to ensure renewals are completed on schedule

• Conduct renewal and contract change discussions with customers, applying defined negotiation parameters and escalating complex situations as needed

• Respond to questions from customers on any aspect of the renewal including contract amendments, contract expansions, and contract contractions

• Generate, review, and send renewal quotes to customers to ensure timely processing through procurement, resulting in issuance of PO to drive renewal to on-time closure

• Track contract cancellations and document reasons for loss

• Collaborate with cross-functional teams, including Customer Success, Sales, Legal, and Finance, to identify opportunities that reduce operational friction and improve efficiency in renewals, expansion, and cross-sell processes

• Maintain all required CRM data, including but not limited to tracking customer interactions and managing renewal opportunities

• Conduct all business in accordance with FinQuery policies and procedures

• Complete all other duties as assigned

• Strong written, verbal, and interpersonal communication skills to engage effectively with customers, internal stakeholders, and cross-functional partners

• Strong negotiation and objection handling skills, with the ability to hold value-based, persuasive renewal conversations within defined parameters

• Strong understanding of Net Revenue Retention (NRR) and the key drivers of recurring revenue in a SaaS business

• Strong analytical capabilities to analyze issues, identify solutions, and make sound decisions with general supervision

• Ability to interpret customer health signals, engagement data, and renewal performance metrics to prioritize outreach, identify at-risk accounts, and support accurate forecasting

• Strong process management, time management, and organizational skills, with the ability to manage multiple concurrent renewals against competing deadlines while maintaining accuracy and adherence to policy

• Ability to assess when situations require independent handling versus escalation to Customer Success, Sales, or Legal, and act accordingly within defined guidelines

• Ability to read and interpret subscription agreements, contract amendments, and order forms to support accurate renewal execution and contract administration

• Excellent financial acumen and policy management skills

• Proficiency in CRM platforms with familiarity with HubSpot or comparable tools preferred

Education & Experience Desired

• Possession of a 4-year degree or equivalent experience

• Experience of 3 or more years in customer renewals or account management in a SaaS or subscription-based business

• Proven track record of achievement against quota and KPIs

• Experience with Microsoft Office and Google Suite preferred

• Experience working in a CRM platform with HubSpot experience preferred