Subscription Renewal Specialist

Subscription Renewal Specialist

Department: Customer Success Department  
Reports to: Director, Customer Success  
Location: Hybrid / Remote (Florida)

The Subscription Renewal Specialist owns the end‑to‑end commercial execution of eMaint customer renewals, partnering closely with Customer Success Managers, Finance, Sales, Services, and Collections to drive on‑time renewals, protect pricing, and reduce churn. This role leads renewal pricing and discount negotiations, confirms license usage and overage alignment, ensures accurate renewal sales orders and invoicing readiness, and supports multi‑year conversion goals. The specialist maintains clean renewal and billing data in Salesforce, provides renewal forecasting and risk insights to leadership, coordinates escalations for at‑risk renewals, and helps fulfill customer documentation requests to remove friction and keep renewals moving.

Key Responsibilities:

• Lead subscription pricing negotiations, including discount requests tied to annual pricing uplifts and volume‑based usage
• Facilitate monthly user audits 120 days ahead of subscription renewals and manage overage alignment discussions with customers
• Partner with Finance to ensure accurate Renewal Sales Orders (RSOs) and invoicing readiness, confirm no pending subscription changes  
• Meet set targets for migrating customers with twelve-month contract terms to multi‑year contracts  
• Collaborate with the Finance team on customer consolidation billing projects and account structure changes
• Maintain clean renewal data across CRM (Salesforce) and finance systems
• Provide renewal forecasts and risk insights to CS leadership
• Manage at‑risk renewals, including proactive outreach and escalation coordination, collaborating with CSMs and Finance team members  
• Work directly with the Collections team and customers to resolve outstanding invoice balances  
• Manage account name changes and subscription ownership transfers
• Assist with documentation requests submitted by renewing customers, including MSAs, NDAs, SLAs, DPAs, etc.  
• Maintain up-to-date billing contact data  
• Support the At-Risk Renewal Process facilitated by the Order Management team, identifying customers who have not confirmed intent to renew 15 days prior to renewal  

Qualifications:

• 2+ years of experience in SaaS renewals, order management, revenue operations, customer success operations, or a related commercial operations role
• Working knowledge of subscription renewal processes, including renewal quoting, annual price uplifts, discounting, and contract terms
• Experience supporting customer negotiations and pricing conversations, with the ability to protect pricing/discount guardrails
• Analytical ability to review license and user usage, identify overages or required subscription changes, and communicate findings to customers
• Proficiency with CRM and renewal data management (Salesforce required; experience with finance/ERP/billing systems strongly preferred)
• Proven cross‑functional collaboration skills to drive on‑time renewal execution and invoicing readiness
• High attention to detail, strong organization/time management, and a customer‑focused, process‑oriented mindset