Renewals Specialist

Mission: Own the end-to-end renewal process, ensuring timely, accurate, and value-based renewals while partnering closely with Expansion AE and Customer Success to maximize retention, minimize churn risk, and create a seamless customer experience.

Core Goals: Drive on-time renewal execution and retention rate improvements; Ensure renewal motions are proactive, organized, and customer-centric; Free up AMs/CSMs to focus on expansion, value delivery, and strategic relationships.

This role is US working hours.

Primary Responsibilities:

1. Renewal Operations & Process Management

• Own the renewal lifecycle from 120 days prior to term end through contract close.
• Maintain a centralized renewal tracker in Salesforce with status, forecast, and risk insights.
• Draft and send renewal proposals, coordinating approvals (pricing, legal, finance).
• Manage contract paperwork including quotes, amendments, renewals; ensuring compliance with terms and MSA.
Track auto-renewal accounts and ensure proactive outreach before renewal deadlines.

2. Cross-Functional Collaboration

• Partner with:
• • Expansion AEs: to align renewal and upsell timing, ensure pricing consistency, and pass renewal data that informs expansion pipeline.
  • CSMs: to identify risk signals, customer sentiment, and ensure renewals reflect current usage and value delivered.
  Finance / Legal: to manage quote accuracy, margin control, and renewal approval processes.
  

3. Customer Communication

• Be the primary point of contact for administrative renewal questions (not value or upsell discussions).
• Send proactive outreach to customers for upcoming renewals; confirming intent, updating billing contacts, addressing contract logistics.
Provide a polished, consistent customer experience in collaboration with AE/CSM teams.

4. Forecasting & Reporting

• Maintain accurate renewal forecasts and report weekly on:
• • Renewal attainment vs. goal
  • Renewal risk by segment or region
  • Timing (early/on-time/late renewals)
Surface early warning signals to CSMs and AEs for at-risk accounts.

5. Process Improvement

• • Continuously refine templates, approval flows, and outreach cadences.
  • Identify automation opportunities (renewal reminders, quote generation).
  • Establish renewal playbooks by segment (e.g., auto-renew, low-touch, high-touch).

At Walnut, we are committed to empowering our employees to drive change and make a meaningful impact. If you are passionate about customer success and have a desire to work with a talented team, we would love to hear from you!