Account Based Renewals Representative

26WD99078

Role Summary

The Account Based Renewals Representative is responsible for independently owning and executing end-to-end renewal motions across a high-volume portfolio of regional accounts. This role is highly customer-facing and focuses on defending and growing existing revenue through timely renewals, proactive churn prevention, and seat expansions at renewal. The Senior Renewal Representative applies advanced communication and negotiation skills, exercises sound judgment using data and CRM insights, and collaborates closely with Account Executives, Customer Success, and Partners to ensure customer satisfaction and retention. This role operates with minimal guidance and is expected to mentor less-experienced colleagues while consistently delivering strong renewal outcomes.

Key Responsibilities

• Independently own and execute end-to-end renewal motions for assigned regional accounts.
• Close renewals accurately and on time to defend the existing customer base, with minimal oversight.
• Drive and close seat expansions at the point of renewal (e.g., additional seats within existing products, buyers, business units, or divisions) using standard playbooks and creative approaches as appropriate.
• Monitor auto-renewal status and proactively intervene when auto-renewals are disabled to mitigate churn risk.
• Engage directly with customer procurement teams to ensure smooth renewal execution and resolution of blockers.
• Identify, analyze, and communicate churn risks, renewal blockers, and missed upsell signals to internal stakeholders.
• Provide light-touch support to partners on record for assigned accounts, ensuring alignment and customer continuity.
• Collaborate with Account Executives on larger expansion or cross-sell opportunities that exceed renewal scope.
• Partner with Customer Success Managers to support retention and adoption efforts, aligned with post-sales engagement models.
• Provide feedback on products, packaging, and customer experience based on consistent customer interactions and insights.
• Serve as a mentor and informal guide to peers with less experience, sharing best practices and renewal insights.

Skills & Competencies

• Strong organizational and time-management skills with the ability to manage high-volume renewal cycles independently.
• Customer-first mindset with a proven ability to proactively address customer needs and improve retention outcomes.
• Advanced written and verbal communication skills, including the ability to influence procurement and buying stakeholders.
• Strong negotiation skills with experience navigating pricing, terms, and renewal objections.
• Proficiency with CRM and renewal tracking systems, including the ability to analyze data, surface insights, and optimize workflows.
• Sound judgment and problem-solving skills, especially in ambiguous or fast-paced renewal environments.
• Collaborative mindset with the ability to work effectively across sales, customer success, and partner teams.

Minimum Qualifications

• 5–7 years of experience in renewals, sales operations, account management, inside sales, or a related customer-facing commercial role.
• Demonstrated experience owning and closing customer renewals with revenue retention accountability.
• Experience engaging with customer procurement or purchasing stakeholders.
• Proven ability to manage a high-volume book of business with minimal supervision.
• Experience using CRM systems (e.g., Salesforce) to manage pipeline, renewals, and customer data.

Preferred Qualifications

• 7+ years of experience in renewals, customer lifecycle management, or subscription-based sales environments.
• Experience driving seat expansions or upsell motions within an existing customer base.
• Background in SaaS, technology, or subscription-based business models.
• Experience working with partners or channel-led customer accounts.
• Strong data literacy, including the ability to analyze renewal trends, churn indicators, and expansion signals.
• Experience mentoring or coaching peers in renewal best practices.
• Familiarity with global or regional account models and cross-functional sales collaboration.

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