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South Africa
Remote only
Execute the renewals process for a portfolio of subscription customers, leveraging proven strategies that support revenue retention while maintaining customer trust
Manage customer communications, support pricing discussions, and address objections to facilitate successful on-time renewals, expansions, and cross-sells
Partner with Customer Success to review account health and usage data ahead of contract end dates, identifying renewal risk and growth opportunities
Initiate proactive outreach to customers at defined intervals prior to contract expiration (90, 60, and 30 days) to ensure renewals are completed on schedule
Conduct renewal and contract change discussions with customers, applying defined negotiation parameters and escalating complex situations as needed
Respond to questions from customers on any aspect of the renewal including contract amendments, contract expansions, and contract contractions
Generate, review, and send renewal quotes to customers to ensure timely processing through procurement, resulting in issuance of PO to drive renewal to on-time closure
Track contract cancellations and document reasons for loss
Collaborate with cross-functional teams, including Customer Success, Sales, Legal, and Finance, to identify opportunities that reduce operational friction and improve efficiency in renewals, expansion, and cross-sell processes
Maintain all required CRM data, including but not limited to tracking customer interactions and managing renewal opportunities
Conduct all business in accordance with FinQuery policies and procedures
Complete all other duties as assigned
Strong written, verbal, and interpersonal communication skills to engage effectively with customers, internal stakeholders, and cross-functional partners
Strong negotiation and objection handling skills, with the ability to hold value-based, persuasive renewal conversations within defined parameters
Strong understanding of Net Revenue Retention (NRR) and the key drivers of recurring revenue in a SaaS business
Strong analytical capabilities to analyze issues, identify solutions, and make sound decisions with general supervision
Ability to interpret customer health signals, engagement data, and renewal performance metrics to prioritize outreach, identify at-risk accounts, and support accurate forecasting
Strong process management, time management, and organizational skills, with the ability to manage multiple concurrent renewals against competing deadlines while maintaining accuracy and adherence to policy
Ability to assess when situations require independent handling versus escalation to Customer Success, Sales, or Legal, and act accordingly within defined guidelines
Ability to read and interpret subscription agreements, contract amendments, and order forms to support accurate renewal execution and contract administration
Excellent financial acumen and policy management skills
Proficiency in CRM platforms with familiarity with HubSpot or comparable tools preferred
Possession of a 4-year degree or equivalent experience
Experience of 3 or more years in customer renewals or account management in a SaaS or subscription-based business
Proven track record of achievement against quota and KPIs
Experience with Microsoft Office and Google Suite preferred
Experience working in a CRM platform with HubSpot experience preferred
