Renewal Specialist

The Renewal Specialist is the execution engine of Keyloop's Renewals Desk. This is a hands-on, deal-doing role focused on owning and closing a portfolio of customer renewals across defined segments — ensuring contracts are renewed on time, at the right value, and with minimal churn.

Working within the frameworks and playbooks established by the Senior Manager, Renewals & Retention, the Renewal Specialist will be the primary point of contact for renewal activity across their assigned accounts — managing timelines, progressing negotiations, identifying risk, and executing save plays where required.

This role is not about building the strategy. It is about delivering it — consistently, professionally, and at pace.

1. Renewal Execution

Own a defined portfolio of customer renewals across one or more segments

Manage the full renewal lifecycle for assigned accounts, including:

Proactive outreach at defined points in the renewal timeline

Confirmation of renewal intent and commercial terms

Coordination with Finance and Legal on contract execution

Escalation to the Senior Manager for complex or at-risk situations

Ensure all renewals are progressed within defined timelines and milestones

Maintain accurate and up-to-date renewal records in Salesforce (or relevant CRM)

2. Risk Identification & Save Plays

Proactively identify accounts showing signs of renewal risk (engagement drop, open issues, commercial sensitivity)

Apply risk-based renewal management approaches in line with the Renewal Excellence Programme playbooks

Execute save plays for at-risk accounts, including structured outreach, concession handling, and escalation paths

Flag emerging risk to the Senior Manager with clear context and a recommended action

3. Commercial Negotiation & Deal Execution

Lead commercial renewal negotiations within agreed parameters — protecting ARR and minimising discount leakage

Apply the correct renewal motion by account type:

Auto-renewal vs negotiated renewal

Multi-year renewal scenarios

Price increase conversations

Upsell and expansion opportunities (in coordination with Sales)

Refer non-standard commercial arrangements to the Senior Manager or relevant commercial approver

4. Forecasting & Reporting

Maintain accurate renewal forecasts for assigned portfolio at all times

Provide weekly input to the renewals pipeline and risk reporting cycle

Flag forecast changes promptly, with clear reason codes and next actions

Contribute to renewal performance data used by the Senior Manager for ELT and board reporting

5. Cross-Functional Coordination

Liaise with Customer Success Managers on account health and renewal readiness

Coordinate with Finance on invoicing, billing terms, and contract queries

Engage Legal and Commercial Operations as required for contract execution

Provide feedback on playbook effectiveness and flag process gaps to the Senior Manager

Essential

Experience in a renewals, retention, or account management role within a B2B SaaS or subscription business

Demonstrated ability to manage a portfolio of accounts through a full renewal cycle

Comfortable having commercial conversations with customers, including price increases and save plays

Highly organised, with the ability to manage multiple renewals simultaneously without losing detail

Proficient in CRM tools (Salesforce preferred) and Excel/Google Sheets for pipeline management

Clear communicator — written and verbal — with customers and internal stakeholders

Desirable

Familiarity with SaaS contract structures, ARR mechanics, and GRR/NRR metrics

Exposure to multi-product or complex licensing environments

Experience working alongside or within a Customer Success function

Background in automotive, dealer management, or B2B technology sectors