SaaS Renewals Specialist

We are seeking a detail-oriented and customer-focused SaaS Renewal Specialist to join our team. The successful candidate will be responsible for managing the renewal process for our SaaS products, ensuring a high rate of customer retention and satisfaction. This role involves working closely with customers, understanding their needs, and providing solutions to maximize their investment in our products.

Roles & Responsibilities:

Manage Renewal Pipeline: Monitor and manage the renewal pipeline to ensure timely and accurate renewals of SaaS subscriptions.

Customer Engagement: Engage with customers through phone, email, and virtual meetings to discuss their renewal options, benefits, and any concerns.

Negotiation: Handle negotiation of renewal terms and pricing with customers to maximize retention and value.

Retention Strategies: Develop and implement customer retention strategies to minimize churn and enhance customer satisfaction.

Customer Feedback: Collect and analyse customer feedback to identify opportunities for product improvement and increased customer satisfaction.

Cross-functional Collaboration: Work closely with Sales, Customer Success, and Product teams to ensure a seamless renewal process and address any issues that may arise. Reporting: Maintain accurate records of customer interactions and renewals in the CRM system and provide regular reports on renewal status and forecasts.

Upselling and Cross-selling: Identify opportunities to upsell and cross-sell additional services and products to existing customers.

Qualifications & Experiences:

Education: Bachelors degree in business, Marketing, or a related field.

Preferably 2-5 years of experience in a SaaS renewal, sales, or customer success role.

Technical Aptitude: Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and other in-house systems, with the ability to navigate across various platforms.

Communication Skills: Excellent verbal and written communication skills with the ability to present complex information clearly.

Negotiation Skills: Strong negotiation and problem-solving skills.

Customer Focus: Demonstrated ability to build and maintain strong customer relationships.

Organizational Skills: Exceptional organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.

Analytical Skills: Ability to analyse data and metrics to inform decision-making.

 

Nice to Have:

Experience with SaaS products and understanding of the SaaS business model.

Knowledge of customer success best practices.

Familiarity with subscription billing and contract management.

 

Benefits we offer:

Competitive salary and bonus structure.

Comprehensive health insurance.

Paid time off and holidays.

Professional development opportunities.

Flexible working hours to choose as per schedules.