Renewal Specialist

The Renewal Specialist is responsible for owning the full renewal lifecycle for Emerging accounts, driving net revenue retention, reducing churn, and identifying timely expansion opportunities.

The Renewal Specialist operates within the Global Customer Success (GCS) org and partners closely with the Account Management (AM) org and digital-led programs (including Pendo in-app guidance) to ensure every Emerging customer receives a consistent, professional renewal experience — regardless of account size. At Simpro, every customer — from a sole-trader electrician to a regional HVAC contractor — deserves the same standard of care.

Key Responsibilities

● Lifecycle Management: Own the end-to-end renewal process for Emerging segment accounts, managing a high-volume book of business across US, UK, and ANZ regions.

● Proactive Outreach: Initiate renewal outreach 90–60 days prior to contract end dates, leveraging Salesforce-based workflows and automated touchpoints.

● Documentation & Accuracy: Deliver clear, concise renewal proposals and contract documentation, ensuring accuracy of pricing, SKUs, and entitlements.

● Execution: Process renewals efficiently at or above target close rates, escalating at-risk accounts as needed.

● Risk Mitigation: Monitor health signals (product usage data, support ticket trends, Pendo engagement metrics) to proactively identify at-risk Emerging accounts. Engage customers who are disengaged or showing churn signals with targeted outreach and re-engagement plays.

● Collaboration: Partner with the Account Management team to flag accounts requiring higher-touch intervention. Contribute to Churn Autopsy reviews by documenting root cause analysis for lost renewals to improve future retention strategies.

● Commercial Growth: Identify and surface expansion opportunities (additional seats, modules, or cross-product upgrades) at renewal time in partnership with Account Management. Position relevant add-on SKUs and upsell pathways that align with the customer’s business stage and usage patterns.

● Campaign Support: Collaborate with the Account Management team on proactive outreach campaigns tied to product updates, new features, or regional promotions relevant to the field service trades.

● Brand Advocacy: Serve as a professional, knowledgeable point of contact for Emerging customers through the renewal process — representing the Simpro Group brand with consistency and care. Respond to renewal-related inquiries promptly and accurately via email, phone, and Salesforce case management.

● CRM Hygiene: Maintain clean, up-to-date account and opportunity records in Salesforce to ensure pipeline accuracy and forecasting integrity.

●  Team Contribution: Participate in Win of the Week and team huddles, sharing renewal wins, learnings, and customer insights.

● Performance Goals: Achieve or exceed monthly and quarterly Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets. Maintain renewal pipeline hygiene and forecast accuracy within Salesforce. Track and report on key metrics: renewal rate, on-time close rate, expansion attach rate, and churn reason codes.

Requirements & Qualifications

Minimum Qualifications

● Experience: 2+ years of experience in a renewal, inside sales, account management, or customer success role — ideally within a SaaS or technology environment.

● Account Management: Proven track record managing a high-volume book of business with consistent attainment of retention or revenue targets.

● Communication: Strong written and verbal communication skills; able to convey value clearly and handle objections professionally.

● Tools: Proficiency with Salesforce CRM — pipeline management, opportunity tracking, and reporting.

● Time Management: Highly organized with excellent time management skills; comfortable managing 200+ accounts simultaneously.

● Work Environment: Comfortable operating in a fast-paced, in-office environment; this is an on-site role.

Preferred Qualifications

● Industry Knowledge: Experience with field service management (FSM) software or selling/renewing to trades businesses (electrical, plumbing, HVAC, construction).

● Digital CS Tools: Familiarity with digital customer success tools such as Pendo, Gainsight, or ChurnZero.

● Geographic Scope: Experience across US, UK, or ANZ markets.

● Product Exposure: Exposure to multi-product or multi-brand SaaS environments.