Renewal Operations Specialist

Position Summary

The Renewal Operations Specialist is the operational engine behind the company’s renewals program, responsible for executing the behind-the-scenes administrative, system, forecasting, pricing, workflow, and renewal preparation activities that enable scalable and predictable recurring revenue retention. 

This role is highly process-oriented and operationally focused, ensuring renewal opportunities are accurately created, maintained, forecasted, audited, routed, and processed across Salesforce, NetSuite, and supporting systems. The Renewal Operations Specialist is not primarily customer-facing, but instead serves as the internal operational partner enabling Renewal Managers to focus on customer engagement, negotiations, retention, and expansion activities. 

This role partners closely with Renewal Managers, Client Success, Sales, RevOps, and Finance to ensure renewal readiness, operational accuracy, and renewal execution consistency across the business.  

Key Responsibilities

Renewal Operations Administration 

• Administer the company’s end-to-end renewals operational process.  

• Create, maintain, audit, and govern renewal opportunities within Salesforce.  

• Ensure every customer has a single active renewal opportunity with accurate data integrity.  

• Populate and maintain:  

1. Contract terms  

2. Renewal dates  

3. ARR values  

4. Pricing assumptions  

5. Renewal stages  

6. Health indicators  

7. Auto-renewal statuses  

8. Price Increases, renewal amounts and contractions 

9. Purchase Orders and quotes 

10. Key contacts 

• Bulk assign renewal opportunities based on defined routing and assignment criteria.  

• Maintain operational SLAs and renewal workflow timelines.  

Renewal Forecasting & Pricing Operations 

• Support annual renewal planning and pricing initiatives.  

• Populate forecasted renewal increases and pricing models across renewal opportunities.  

• Validate that renewal pricing strategies align with customer health and retention risk.  

• Adjust forecasted pricing and save thresholds based on approved retention guidelines.  

• Support multi-year contract conversion strategies by operationalizing approved pricing and term structures.  

• Assist leadership with renewal forecasting accuracy and reporting readiness.  

Renewal Readiness & Workflow Coordination 

• Prepare accounts for Renewal Manager engagement.  

• Revalidate renewal opportunity stages, account health, and risk indicators prior to customer outreach.  

• Identify accounts requiring escalation, negotiation, or customer-facing intervention.  

• Route:  

1. At-risk accounts  

2. Negotiated renewals  

3. High ARR renewals  

4. Downsells  

5. Cross-sell opportunities to the appropriate Renewal Manager, CSM or Sales stakeholder.  

Customer Renewal Communications Support 

• Generate operational renewal communications and templates.  

• Prepare renewal notices outlining:  

1. Price increases  

2. Contract term options  

3. License/FTE changes  

4. PO requirements  

• Ensure approved marketing and value messaging is incorporated into customer communications.  

• Support automated renewal communication workflows and tooling integrations.  

Systems & Revenue Processing 

• Process finalized renewal outcomes within Salesforce and ensure it is provisioned in NetSuite.  

• Update subscriptions, pricing, and billing records following finalized negotiations.  

• Process churn and downsell operational workflows.  

• Coordinate subscription cancelations and client terminations against approved churn cases.  

• Ensure financial and operational alignment across:  

1. Salesforce  

2. NetSuite  

3. Renewal reporting  

Operational Governance & Reporting 

• Attend bi-weekly renewals governance meetings.  

• Maintain renewal reporting accuracy and operational dashboards.  

• Support renewal KPI tracking and leadership reporting.  

• Identify workflow inefficiencies and recommend automation opportunities.  

• Drive operational scalability and process standardization across the renewals organization.  

Required Qualifications

• 3–5+ years experience in:  

1. Revenue Operations  

2. Renewals Operations  

3. Sales Operations  

4. Customer Success Operations  

5. SaaS contract administration  

• Advanced experience with CRM such as Salesforce 

• Bilingual (English, French)

• Strong operational discipline and process management capabilities.  

• High attention to detail and organizational skills.  

• Experience managing large volumes of recurring revenue transactions and workflows.  

• Strong analytical and reporting skills.  

Preferred Qualifications

• Experience in a dedicated Renewals function. 

• Experience supporting contract term expansion or multi-year agreement strategies.

• Familiarity with Salesforce, DealHub, NetSuite, and CRM-based renewal forecasting. 

• Experience working with parent-child account structures, contract consolidations, and complex commercial negotiations. 

• Experience in B2B SaaS, enterprise software, or multi-segment customer environments. 

Success Metrics

• Renewal Forecast Accuracy  

• Renewal Opportunity Hygiene  

• SLA Adherence  

• Pricing Accuracy  

• Salesforce & NetSuite Data Integrity  

• Operational Processing Timeliness  

• Contract Term Conversion Support  

• Renewal Workflow Efficiency  

• Churn Processing Accuracy