Renewals Specialist

Company Overview

ActiveProspect is on a mission to make consent-based marketing the best channel for online customer acquisition. We provide marketers the products they need to acquire qualified customers at scale. Our platform is trusted by thousands of companies engaged in direct-to-consumer marketing, helping them save wasted spend, comply with ever-changing regulations, and manage a constantly evolving partner landscape. Our flagship product, TrustedForm, is used to certify over 1 billion opt-in digital customer leads every year and is the gold standard for documenting prior express written consent for TCPA compliance.

Job Summary

ActiveProspect is seeking a detail-orientated and customer-focused Renewals Specialist to support the customer renewal process for our subscription-based customers.  As a member of the Revenue Operations team, you will help ensure timely contract renewals, maintain accurate customer records, and contribute to a positive renewal experience that supports customer retention and recurring revenue growth.

In this role, you will work closely with Customer Success, Sales, Finance, and Legal teams to coordinate renewal activities, prepare renewal quotes and contracts, track upcoming renewals, and assist customers throughout the renewal process.  The ideal candidate is highly organized, enjoys building relationships, and thrives in a fast-paced, collaborative environment.  

Responsibilities:

Renewal Process Support

• Manage a portfolio of customer renewals and proactively engage customers regarding upcoming contract expiration dates.
• Serves as a primary point of contact for routine renewal communications and inquiries
• Prepare renewal quotes, order forms, and supporting documentation.
• Coordinate with Customer Success Managers (CSMs) and Account Executives to support successful renewals.
• Assist customers with contract-related questions and ensure a smooth renewal experience.
• Maintain accurate renewal records and customer information within the CRM system. 

Pipeline & Data Management

• Monitor and manage a pipeline of upcoming renewals to ensure timely outreach and contract execution (120/90/60/30)
• Track renewal progress and update opportunity stages within Salesforce and other internal systems.
• Identify renewal risks and escalate concerns to appropriate stakeholders.
• Assist with renewal forecasting by maintaining accurate data and reporting.
• Support reporting efforts related to renewal performance, retention, and customer trends.

Contract Administration

• Coordinate contract reviews and approvals with internal teams.
• Ensure renewal agreements are completed accurately and in compliance with company policies.
• Support contract execution and document management processes.
• Assist with pricing updates, product changes, and customer communications related to renewals.

Customer Experience

• Deliver professional and responsive customer service throughout the renewal lifecycle.
• Build positive relationships with customers and internal stakeholders. 
• Help identify opportunities to improve renewal workflows, processes, and customer communications.
• Gather and share customer feedback with internal teams to support ongoing product and service improvements.

Qualifications and Skills

• 3-4 years of experience in customer service, account management, sales support, customer success, operations, or a related field.
• Experience working in a SaaS, technology, or subscription-based business is preferred but not required.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Excellent written and verbal communication skills.
• Detail-oriented with strong problem-solving abilities.
• Comfortable working with CRM systems such as Salesforce, Google and Microsoft.
• Ability to collaborate effectively across multiple teams.
• Customer-focused mindset with a commitment to delivering a positive experience
• Ability to learn and adapt in a fast-paced, evolving environment.
• Minimum 5-10% travel required 

Reports to:

• Renewals Manager

Direct Reports:

• None

Organizational Impact

• Supports customer retention efforts by helping ensure timely and accurate contract renewals.
• Contributes to recurring revenue growth through efficient renewal administration and customer engagement.
• Maintains accurate renewal data that supports forecasting and business planning.
• Helps improve customer satisfaction by providing a seamless renewal experience
• Supports process improvements that increase operational efficiency and reduce renewal cycle times.
• Builds strong working relationships across Customer Success, Sales, finance and Legal teams.