The Renewals Specialist is responsible for the transactional details of renewing our current customer base. The Customer Success team provides value for customers throughout the customer lifecycle. At the end of the contract, the renewals team processes the renewals for these customers. When customers have not gotten the value they need and are potentially churning, the renewals specialist will take action to encourage customer renewal.

You will be primarily responsible for tracking and processing renewals. Primary metrics for this role are proportion of on time renewals, and renewals saved. 

You’ll have the opportunity to drive millions of dollars of impact in a relatively new function for outreach. This is the kind of role that you build up around yourself in the way you want to work. You will shape the future of what renewals look like at Outreach for years to come

Responsibilities:

• Partner with Customer Success, Sales, Engineering, Product, Marketing, Revenue Operations, Sales, BI and Support teams to save renewals where a customer is likely to, or has notified us of intention to churn
• Track KPIs to measure performance of specific actions and campaigns on customer behavior
• Manage a queue of upcoming needs for customer contracts
• Keep current and accurate on forecasting customer outcomes
• Design, Maintain, Evaluate and Iterate team workflows to ensure top notch effectiveness
• Work with the customer success scale team to develop pre-emptive campaigns as you notice commonalities in churn requests
• Interpret customer feedback, and create new processes to improve customer experience 
• This role is an individual contributor and reports to the Sr. Director of Success Customer Success Scale

Requirements:

• 2-4+ years of experience in a SaaS environment
• 2+ years of experience owning renewals or in a Customer Success role which influences the renewals process
• BA/BS degree or equivalent professional experience required
• Experience developing processes and programs which optimize the customer experience or positively influence renewals process
• Highly organized self-starter with the ability to work independently at all levels of the org
• Experience managing forecasts and metrics 
• Experience with CRM, Project Management, and Success tools such as Catalyst, Salesforce, Smartsheet, and Zendesk
• Intermediate skills in data analysis tools such as Tableau, Excel, Google Sheets

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status