Renewals Specialist

About the Team

The Renewals team plays a critical role in Outreach's growth by helping customers continue realizing value from Outreach while protecting and growing recurring revenue. We combine customer engagement, commercial acumen, and operational rigor to drive retention and deliver successful renewal outcomes.

Beyond managing individual renewals, our team continuously improves the processes, systems, and operating rhythms that make renewals predictable, scalable, and customer-centric. We collaborate closely with Sales, Customer Success, Revenue Operations, Deal Desk, Legal, and Support to deliver a seamless customer experience while helping Outreach retain and grow revenue.

We're a highly collaborative team that values accountability, curiosity, and continuous improvement. If you're energized by the combination of customer engagement, revenue impact, and process improvement, you'll thrive here.

The Role

You own the transactional details of renewing our current customer base. As contracts approach their end date, you track and process each renewal so customers move forward on time. When an account is at risk, you step in to rebuild value and protect the relationship, partnering with an Account Manager to build and carry out a save plan.

Your primary metrics are on-time renewal rate and renewals saved, measured by both quantity and revenue value.

AI is part of how we work at Outreach. You will use AI to surface renewal risk earlier, turn usage and support signals into a clear picture of account health, and cut down on manual tracking so more of your time goes to the conversations that save accounts.

Your Daily Adventures Will Include:

• Renewal Execution: Manage renewal notifications and customer communications, making sure each one is action at each of the key milestones. Partner with AMs during weekly renewal reviews and escalations.
• Save Motion: Partner with Sales (Account Managers and Sales Leaders), Revenue Operations, BI, and Support to save renewals when a customer is at risk or has told us they intend to leave.
• Forecasting and Reporting: Maintain forecast accuracy by updating renewal values and risk indicators. Identify churn, contraction, and renewal risks early. Maintain strong CRM hygiene and renewal documentation.
• Process and Program Design: Design, maintain, evaluate, and iterate team workflows, using customer feedback to build processes that improve the customer experience.

Our Vision of You

• 2 plus years of experience in a SaaS environment.
• BA/BS degree or equivalent professional experience.
• Curious about AI and eager to apply it in practical ways.
• Experience developing processes and programs which optimize the customer experience or positively influence renewals process.
• Highly organized and self-directed, with the ability to work independently and engage confidently across all levels of the organization.
• 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.