Subscription Renewal Specialist

Subscription Renewal Specialist

Location: Bonita Springs FL or Remote (Florida)

Department: Customer Success Department
Reports to: Director Customer Success
Location: Hybrid / Remote (Florida)

The Subscription Renewal Specialist owns the endtoend commercial execution of eMaint customer renewals partnering closely with Customer Success Managers Finance Sales Services and Collections to drive ontime renewals protect pricing and reduce churn. This role leads renewal pricing and discount negotiations confirms license usage and overage alignment ensures accurate renewal sales orders and invoicing readiness and supports multiyear conversion goals. The specialist maintains clean renewal and billing data in Salesforce provides renewal forecasting and risk insights to leadership coordinates escalations for atrisk renewals and helps fulfill customer documentation requests to remove friction and keep renewals moving.

Key Responsibilities:

• Lead subscription pricing negotiations including discount requests tied to annual pricing uplifts and volumebased usage

• Facilitate monthly user audits 120 days ahead of subscription renewals and manage overage alignment discussions with customers

• Partner with Finance to ensure accurate Renewal Sales Orders (RSOs) and invoicing readiness confirm no pending subscription changes

• Meet set targets for migrating customers with twelve-month contract terms to multiyear contracts

• Collaborate with the Finance team on customer consolidation billing projects and account structure changes

• Maintain clean renewal data across CRM (Salesforce) and finance systems

• Provide renewal forecasts and risk insights to CS leadership

• Manage atrisk renewals including proactive outreach and escalation coordination collaborating with CSMs and Finance team members

• Work directly with the Collections team and customers to resolve outstanding invoice balances

• Manage account name changes and subscription ownership transfers

• Assist with documentation requests submitted by renewing customers including MSAs NDAs SLAs DPAs etc.

• Maintain up-to-date billing contact data

• Support the At-Risk Renewal Process facilitated by the Order Management team identifying customers who have not confirmed intent to renew 15 days prior to renewal

Qualifications:

• 2 years of experience in SaaS renewals order management revenue operations customer success operations or a related commercial operations role

• Working knowledge of subscription renewal processes including renewal quoting annual price uplifts discounting and contract terms

• Experience supporting customer negotiations and pricing conversations with the ability to protect pricing/discount guardrails

• Analytical ability to review license and user usage identify overages or required subscription changes and communicate findings to customers

• Proficiency with CRM and renewal data management (Salesforce required; experience with finance/ERP/billing systems strongly preferred)

• Proven crossfunctional collaboration skills to drive ontime renewal execution and invoicing readiness

• High attention to detail strong organization/time management and a customerfocused processoriented mindset