Summary

This position plan outlines the key responsibilities, objectives, performance metrics, and expectations for the Customer Success, Renewals & Sales Support Specialist within a private equity–backed software technology and systems integration company. The role integrates customer engagement, retention, and sales enablement for assigned accounts.

Description

The Customer Success, Renewals & Sales Support Specialist plays a critical role in the company’s growth and customer retention strategy. This hybrid position supports a defined portfolio of accounts across three pillars: 

1. Customer Success and Adoption – ensuring customers achieve measurable value. 

2. Renewals and Retention – securing contract renewals and forecasting predictably. 

3. Sales Support and Expansion Enablement – assisting Account Executives with renewals, quotes, and opportunity development. 

Essential Duties & Specific Responsibilities

• Protect and grow the recurring revenue base by achieving high renewal rates and managing renewal activities with accuracy and timeliness. 
• Drive customer satisfaction and solution adoption to maximize value realization and minimize churn. 
• Support Account Executives and leadership teams with account planning, pipeline development, and quote preparation. 
• Identify expansion opportunities and collaborate with Sales to convert these opportunities into closed business. 
• Maintain CRM accuracy  (Netsuite), renewal forecasting precision, and alignment across teams for clean data and predictable reporting. 

Customer Success & Relationship Management 

• Serve as the day-to-day contact for assigned customers post-implementation. 
• Conduct business reviews to assess adoption, satisfaction, and ROI. 
• Partner with Delivery  and Support teams to ensure customer success. 
• Promote adoption of new features and capture customer feedback. 

Renewals Management 

• Own the end-to-end renewal process for assigned customers. 
• Generate renewal quotes 90–120 days before expiration. 
• Negotiate renewal terms and maintain accurate forecasts in CRM. 
• Work with Finance and Legal for compliance and contract accuracy. 

Sales Support & Account Enablement 

• Assist Account Executives with proposals, pricing, and customer communications. 
• Prepare Statements of Work (SOWs) and renewal proposals. 
• Manage opportunity and renewal data in CRM for accurate forecasts. 
• Coordinate follow-ups on quotes and prepare account summaries. 

Expansion & Growth 

• Identify add-on or upsell opportunities from customer conversations. 
• Promote adoption of new automation tools or IDP capabilities. 
• Route qualified expansion leads to Sales or Customer Success Managers. 

Reporting & Forecasting 

• Maintain dashboards for renewals and customer success metrics. 
• Provide weekly status updates on pipeline and customer engagement. 
• Track churn reasons and support board-level reporting inputs. 

Qualifications & Background

• 3–6 years in Customer Success, Renewals, Sales Support, or Account Management roles within SaaS and/or automation environments. 
• Strong understanding of recurring revenue models and enterprise procurement cycles. 
• Excellent communication, negotiation, and relationship-building skills. 
• High attention to detail with strong multitasking abilities. 
• Proficiency in NetSuite or equivalent CRM systems. 
• Familiarity with ECM, IDP, BPM, or workflow automation software preferred. 

Education

• Bachelor’s degree in business, Marketing, or related field preferred (or equivalent experience).

Experience

• 1–3 years of experience in inside or direct sales, preferably in software, SaaS, or technology solutions.[SM1] 

Knowledge & Technical Skills

• Demonstrated success converting inbound leads and closing business with SMB and mid-market customers.
• Excellent communication and presentation skills with the ability to influence decision-makers at multiple levels.
• Highly organized with strong pipeline and time management skills.
• Self-motivated, coachable, and eager to succeed in a performance-driven environment.

What We Offer 

• Competitive base salary plus commission/bonus with uncapped earnings potential.
• Remote-first role may be considered, with flexibility, plus periodic travel to headquarters for team collaboration, training and meetings.
• Comprehensive benefits package (medical, dental, vision, 401(k), paid time off).
• Continuous training, mentorship, and professional development opportunities.
• A collaborative, growth-focused culture where your contributions directly impact company success.

Supervisory Responsibilities

• None
• Reports To: Chief Sales Officer
• Collaborates With: Sales, Finance, Legal, Support, Services, and Marketing teams. 

Travel Requirements

• 0-10%

Additional Information

• Due to the nature of the business, after-hours and weekend work may be required.