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 General 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 custom