Renewals Specialist

The Renewals Specialist is a new role, and it exists because our RAVING FANS shouldn't have to wait. A large share of renewals — particularly on the CAD/CAM side — involve customers who are happy, fully adopted, and simply want to keep going. Those renewals deserve fast, clean execution, not a queue behind deals that need discovery. You sit on the Account Management team. Ahead of each renewal, the Account Manager and Customer Success Manager meet with the customer to confirm needs. Where there's an expansion, cross-sell, or unresolved need, the AM keeps it. Where the customer is fully served by what they have today, it comes to you — and you take it from confirmation to signature.
Responsibilities
THE RENEWAL BOOK
Own the renewal calendar and drive the timeline, surfacing upcoming renewals to the Account Manager and CSM early enough for the pre-renewal conversation to happen on schedule, then running the renewal to signature once it's confirmed as a straight renewal
Lead renewal conversations: confirming intent, answering questions, handling straightforward pushback on terms
Keep the renewal moving. Where a customer raises a need beyond what they own today, log it and loop in the Account Manager the same day. The renewal continues unless the Account Manager decides to hold it. You're never the one deciding whether to pause a renewal.
Prepare renewal quotes and drive agreements through to signature
Work your book of business by tier, not uniformly — high-value and multi-module accounts get a full touch sequence, while smaller, stable renewals are handled efficiently with lighter intervention
FORECASTING AND REPORTING
Maintain a weekly forecast of what’s renewing, what’s wobbling and what’s, unfortunately, churning.
Give the business a renewal number it can plan against by month, by product line, and by confidence
Report accurately rather than optimistically — flagging a problem early is always the right call
RISK AND COLLABORATION
Spot at-risk accounts early and route them to the right owner: Customer Success for adoption issues, Account Management for commercial ones, Support for unresolved problems
Work a standing check-in with Customer Success on accounts showing warning signs
DATA AND INSIGHT
Keep renewal dates, contract terms, contacts and outcomes accurate in HubSpot
Surface patterns in why customers stay and why they leave — you’ll hear this more often than anyone else in the company
Help build and document the renewals process, which does not fully exist yet
1–3 years in a role where you dealt with customers directly and had something concrete to deliver — SaaS, inside sales, customer support, account coordination or similar
Organized in a way people can rely on; strong follow-through across many accounts at different stages
Comfortable talking to customers by phone as well as email — clear, warm, and willing to call before you’ve rehearsed it
Comfortable with volume and repetition. This is a large book of business and the work rewards consistency over improvisation
Willing to deliver bad news early and report an honest number
Solid written communication — short, clear, friendly emails
Comfortable in a CRM (we use HubSpot) and able to track a book of business in a spreadsheet
Judgment to know when to handle something yourself and when to escalate
Exposure to renewals or subscription contracts
Any background in manufacturing, construction, woodworking or the trades
Experience learning a technical product from scratch

Employment type
Full-time

Work arrangement
Yes