About the role
The Renewals Specialist plays a critical role within the Customer Success team by ensuring a seamless and positive customer experience as clients approach the renewal of their software support contracts. The ideal candidate proactively manages the software support renewal cycle, works closely with customers to retain and expand their business, and identifies opportunities to upsell additional products and services while maintaining high levels of customer satisfaction and loyalty Job Responsibilities
Manage a pipeline of software support renewals, ensuring contracts are renewed on time and at or above existing contract value.
Engage customers well in advance of renewal dates to discuss contract terms, address concerns, and reinforce the value delivered by Motive Software Solutions.
Act as a trusted advisor to customers on their support needs, fostering a relationship built on mutual value and long-term partnership.
Lead the global software support renewals process in collaboration with account teams to preserve and enhance customer support contracts and relationships.
Negotiate renewal terms, pricing, support conditions, and commercial agreements with customers, driving outcomes that protect revenue, mitigate risk, and deliver mutual value.
Provide a consultative and proactive approach to developing competitive renewal proposals and quotes.
Partner with internal sales teams to prepare renewal quotes and overcome customer objections throughout the renewal process.
Work closely with Sales, Customer Success, Product, and Support teams to ensure a cohesive approach to customer retention and growth.
Track and report on renewal rates, reasons for non-renewal, and customer feedback to identify trends and areas for improvement.
Maintain and update reporting systems to support research, pipeline visibility, and accurate renewal forecasting.
Act as the voice of the customer internally, ensuring feedback is communicated to relevant teams to support service and product improvements.
Identify and pursue opportunities to upsell additional products and services during the renewal cycle.
Build strong business relationships with customers, Account Executives, and other key stakeholders.
Apply departmental standard operating procedures to secure full-value renewals on time.
Demonstrate urgency and commercial discipline in managing all renewals to achieve on-time, full-value outcomes.
Continuously improve renewal processes and procedures while contributing to a high-performing and collaborative team environment.
Experience & Qualification
Minimum of 7 years of experience in customer support, renewals, account management, or a sales-oriented environment.
Excellent written and verbal communication skills, with the ability to listen actively, understand client needs, and tailor messaging effectively.
Strong negotiation skills, with the ability to navigate pricing, terms and conditions, support scope, and customer objections to achieve commercially sound outcomes.
Ability to build and maintain strong customer relationships across multiple stakeholders.
Excellent organizational and time management skills.
Understanding of SaaS business models, software support services, and customer retention strategies.
Knowledge of software support terms and conditions, including service level agreements (SLAs), service credits, penalty clauses, response and resolution commitments, exclusions, and renewal-related commercial implications.
Ability to review and interpret support obligations, assess SLA risk exposure, and align renewal terms with customer expectations, internal policy, and commercial objectives.
Location - Canada
Salary - CAD 70K- 80k
MOTIVE gives equal opportunity in employment regardless of gender, gender identity, sexual orientation, marital status, race, nationality, religion, age, disability, political beliefs, or any other factor. MOTIVE will not pay fees to any third-party agency or company that does not have a signed agreement, do not submit resumes/CV's directly.
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Originally posted on Himalayas