DescriptionSUMMARY:The Senior Renewals Specialist is a key individual contributor on Trintech's Customer Success Operations team, responsible for owning the full renewals lifecycle for a defined segment of the customer base. This role goes beyond day-to-day contract processing to drive strategic retention outcomes, lead renewal forecast calls, serve as a subject-matter expert on renewal best practices, and act as a senior resource and informal mentor for junior team members.
Reporting to the Sr. Director of Customer Success Operations, the Senior Renewals Specialist will work cross-functionally with Account Management, Customer Success, Sales, Finance, and Legal to ensure renewals are executed accurately, on time, and at target retention rates. The ideal candidate brings deep experience with SaaS renewals and contracting, strong Salesforce, DealHub, and CPQ proficiency, hands-on experience leveraging AI tools in their day-to-day workflow, and a proactive mindset for continuous process improvement.
PRIMARY RESPONSIBILITIESRenewals Ownership- Independently manage end-to-end renewal cycles for an assigned portfolio of accounts, including outreach, quoting, negotiation, and contract execution.
- Demonstrates meticulous attention to detail across all renewal activity, requiring minimal oversight or correction on opportunity data, contract documentation, and field accuracy.
- Prepare and deliver renewal quotes, driving toward a 95%+ gross retention rate.
- Own the renewal timeline for assigned accounts, ensuring all milestones are met well in advance of contract expiration.
- Identify at-risk renewals early and partner with Customer Success and Account Management to develop retention strategies.
- Serve as a pre-escalation point to vet and troubleshoot renewal issues before escalating to the Sr. Director.
- Drive and lead renewal forecast calls, providing accurate pipeline reporting and renewal status updates to Customer Success leadership.
Contract & Order Management- Create accurate contractual order documents for renewals, amendments, and add-ons in accordance with Trintech's contracting standards.
- Generate and maintain renewal quotes using DealHub, ensuring accurate product and pricing configuration.
- Track the signatory process and maintain up-to-date opportunity and contract status in Salesforce.
- Support the Deal Desk process for complex or non-standard renewal transactions.
- Prepare monthly reconciliation reports for processed renewals and customer assets.
Process Improvement & Collaboration- Identify inefficiencies in the renewals process and proactively propose and implement improvements.
- Collaborate with the Revenue Operations team on cross-functional initiatives to streamline contracting and renewals workflows.
- Contribute to internal documentation of renewals procedures and best practices.
- Provide informal guidance and support to junior Renewals Specialists, sharing knowledge and helping onboard new team members.
REQUIRED KNOWLEDGE / SKILLS / ABILITIES- 5+ years of experience in a Customer Success Operations, Renewals, or Contracts role, ideally within a SaaS environment.
- Demonstrated ability to manage a high-volume renewals portfolio independently and meet retention targets.
- Proficiency with Salesforce CRM and Salesforce CPQ required; DealHub (DealHub.io) experience strongly preferred.
- Hands-on experience leveraging AI tools (e.g., AI-assisted quoting, forecasting, contract analysis, or workflow automation) in a professional renewals or operations context.
- Solid understanding of SaaS pricing models, subscription contracting, and order management.
- Strong analytical and reporting skills; comfortable working with pipeline data and renewal metrics.
- Excellent written and verbal communication skills, with the ability to engage professionally with both internal stakeholders and customers.
- Highly organized with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- Proactive problem-solver who can work independently and escalate appropriately.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Bachelor's degree or equivalent experience preferred.
What We Offer- Open paid time off
- Hybrid schedule
- Comprehensive healthcare and wellness programs
- 100% company-paid volunteer time
- 401k with a company match
- Pet Insurance
- Tuition/Continuing Education reimbursement program
