Renewal Operations Specialist

Key Responsibilities

Renewal Operations Administration

Administer the company’s end-to-end renewals operational process.

Create, maintain, audit, and govern renewal opportunities within Salesforce.

Ensure every customer has a single active renewal opportunity with accurate data integrity.

Populate and maintain

Contract terms

Renewal dates

ARR values

Pricing assumptions

Renewal stages

Health indicators

Auto-renewal statuses

Price Increases, renewal amounts and contractions

Purchase Orders and quotes

Key contacts

Bulk assign renewal opportunities based on defined routing and assignment criteria.

Maintain operational SLAs and renewal workflow timelines.

Renewal Forecasting & Pricing Operations

Support annual renewal planning and pricing initiatives.

Populate forecasted renewal increases and pricing models across renewal opportunities.

Validate that renewal pricing strategies align with customer health and retention risk.

Adjust forecasted pricing and save thresholds based on approved retention guidelines.

Support multi-year contract conversion strategies by operationalizing approved pricing and term structures.

Assist leadership with renewal forecasting accuracy and reporting readiness.

Renewal Readiness & Workflow Coordination

Prepare accounts for Renewal Manager engagement.

Revalidate renewal opportunity stages, account health, and risk indicators prior to customer outreach.

Identify accounts requiring escalation, negotiation, or customer-facing intervention.

Route

At-risk accounts

Negotiated renewals

High ARR renewals

Downsells

Cross-sell opportunities

to the appropriate Renewal Manager, CSM or Sales stakeholder.

Customer Renewal Communications Support

Generate operational renewal communications and templates.

Prepare renewal notices outlining

Price increases

Contract term options

License/FTE changes

PO requirements

Ensure approved marketing and value messaging is incorporated into customer communications.

Support automated renewal communication workflows and tooling integrations.

Systems & Revenue Processing

Process finalized renewal outcomes within Salesforce and ensure it is provisioned in NetSuite.

Update subscriptions, pricing, and billing records following finalized negotiations.

Process churn and downsell operational workflows.

Coordinate subscription cancelations and client terminations against approved churn cases.

Ensure financial and operational alignment across

Salesforce

NetSuite

Renewal reporting

Operational Governance & Reporting

Attend bi-weekly renewals governance meetings.

Maintain renewal reporting accuracy and operational dashboards.

Support renewal KPI tracking and leadership reporting.

Identify workflow inefficiencies and recommend automation opportunities.

Drive operational scalability and process standardization across the renewals organization.

Required Qualifications

3–5+ years experience in:

Revenue Operations

Renewals Operations

Sales Operations

Customer Success Operations

SaaS contract administration

Advanced experience with CRM such as Salesforce

Bilingual (English, French)

Strong operational discipline and process management capabilities.

High attention to detail and organizational skills.

Experience managing large volumes of recurring revenue transactions and workflows.

Strong analytical and reporting skills.

Preferred Qualifications

Experience in a dedicated Renewals function.

Experience supporting contract term expansion or multi-year agreement strategies.

Familiarity with Salesforce, DealHub, NetSuite, and CRM-based renewal forecasting.

Experience working with parent-child account structures, contract consolidations, and complex commercial negotiations.

Experience in B2B SaaS, enterprise software, or multi-segment customer environments.

Success Metrics