Renewals Success Specialist

Summary

Join Securly, Inc., a leading provider of K-12 student safety and wellness solutions, as a Renewals Success Specialist. You will be responsible for managing subscription renewals, ensuring customer retention, and maximizing revenue. This role involves collaborating with various teams, addressing customer concerns, and identifying upsell/cross-sell opportunities. Success in this position requires strong communication, organizational, and problem-solving skills. You will leverage data analysis to identify trends and mitigate risks, while contributing to the development and implementation of strategies to improve renewal rates and customer satisfaction. The ideal candidate will have experience in a similar role and a strong understanding of the K-12 education space.

Requirements

• 1+ years of experience in a similar role, exceeding renewals or expansion goals
• Strong understanding of K-12 Education space, including: EdTech buying cycles and decision-making processes
• Strong understanding of K-12 Education space, including: Key reasons for technology adoption in K-12 settings
• Strong understanding of K-12 Education space, including: K-12 personas and their roles in purchasing decisions
• Proficiency in CRM systems, particularly Salesforce
• Demonstrated ability to meet or exceed performance targets in a customer-facing role

Responsibilities

• Manage and execute the end-to-end renewal process for assigned accounts, ensuring timely and accurate renewals of subscriptions while handling a high volume of work simultaneously
• Collaborate with CSMs and the Customer Support team, addressing customer needs, resolving issues, and ensuring satisfaction prior to the renewal period
• Maintain accurate and up-to-date records of customer renewal statuses, communications, and outcomes in CRM systems (e.g., Salesforce), interpreting data and identifying trends in customer behavior
• Identify at-risk accounts and collaborate with internal teams to implement retention strategies that address potential churn
• Partner with CSMs in identifying and communicating opportunities for additional product adoption or upgrades during the renewal process, focusing on upsell and cross-sell opportunities
• Provide regular reports and updates on renewal rates, churn risks, and customer feedback to leadership and relevant teams, showcasing your ability to interpret data and identify trends
• Deliver clear and professional communication regarding renewal timelines, pricing and contract details to customers, demonstrating your negotiation skills and ability to address customer concerns effectively
• Develop and implement strategies to improve renewal rates and customer satisfaction, showcasing your problem-solving skills and ability to drive positive outcomes
• Consistently meet or exceed established renewal rate targets and revenue goals

Benefits

• Competitive Compensation: We offer a robust salary structure complemented by performance incentives to reward your hard work and dedication
• Health and Well-being: Our extensive benefits package includes top-tier health, dental, and vision insurance, supported by a company-sponsored 401(k) match, ensuring your financial security today and into retirement
• Parental Leave: We support new parents with 12 weeks of fully paid parental leave, giving you precious time to bond with your newborn or newly adopted child without financial worry
• Flexible Time Off: Enjoy the freedom of unlimited vacation, over eight paid holidays, and special summer Friday half-days. We also provide a full week of paid leave at year-end, encouraging you to rejuvenate and spend quality time with loved ones
• Professional Growth: Fuel your career growth with a $1,000 annual stipend for professional development, fostering a growth mindset and continuous learning
• Remote-First Culture: Our remote-first approach promotes a flexible working environment, helping you maintain a healthy balance between your professional responsibilities and personal life