Renewals Specialist

Summary

Join 1Password as a Renewals Specialist and manage the renewal process for our security software products, ensuring high customer retention. This remote UK-based role requires 2+ years of experience in renewals, account management, or customer success in a software or technology environment. You will build and maintain client relationships, analyze renewal metrics, collaborate with various teams, and proactively engage with customers. The ideal candidate possesses strong communication and analytical skills, proficiency in Salesforce and Gainsight, and a customer-focused mindset. Occasional travel within Canada and the USA may be required. 1Password offers a comprehensive benefits package including health coverage, parental leave top-up, wellness spending account, generous PTO, and various growth and development opportunities.

Requirements

• Fluent written and spoken communication skills in both English and German
• 2+ years of experience in renewals, account management, or customer success in a software or technology environment
• Possesses a practical understanding of SaaS (Software as a Service) business models and recurring revenue principles
• Great communication and interpersonal skills, with a customer-focused mindset
• Proficient in Salesforce, Gainsight and other tooling
• Good analytical skills and ability to interpret data to drive decision-making
• Demonstrated experience working with a collaborative team

Responsibilities

• Support the entire renewal process for existing customer accounts, ensuring timely and accurate renewal of contracts
• Build and maintain meaningful relationships with clients to understand their needs, address concerns, and identify opportunities to provide tailored solutions that add value
• Analyze renewal metrics and trends to identify areas for improvement and develop strategies to enhance customer retention including the evaluation of license usage and true-up requirements
• Work closely with sales, customer success, and product teams to ensure a seamless renewal experience and address customer needs effectively
• Proactively reach out to customers prior to contract expiration to discuss renewal options and address any potential issues
• Educate clients on the value of our security software and any new features or updates to encourage renewal
• Ensure all renewal agreements are properly documented and compliant with company policies and procedures
• Gather customer feedback and insights to inform product development and improve overall customer satisfaction

Benefits

• Maternity and parental leave top-up programs
• Wellness spending account
• Generous PTO policy
• Company-wide wellness days off scheduled throughout the year
• Wellness Coach membership
• Comprehensive health coverage
• Employee stock option program for all full-time employees
• Retirement matching program
• Training budget, 1Password University access, and learning sessions
• Free 1Password account (and friends and family discount!)
• Paid volunteer days
• Employee-led DEIB programs and ERGs and ECGs
• Fully remote environment
• Peer-to-peer recognition through Bonusly