Renewals Specialist

Job description

The Renewals Specialist is a new role, and it exists because our RAVING FANS shouldn't have to wait. A large share of renewals — particularly on the CAD/CAM side — involve customers who are happy, fully adopted, and simply want to keep going. Those renewals deserve fast, clean execution, not a queue behind deals that need discovery. You sit on the Account Management team. Ahead of each renewal, the Account Manager and Customer Success Manager meet with the customer to confirm needs. Where there's an expansion, cross-sell, or unresolved need, the AM keeps it. Where the customer is fully served by what they have today, it comes to you — and you take it from confirmation to signature. Responsibilities THE RENEWAL BOOK Own the renewal calendar and drive the timeline, surfacing upcoming renewals to the Account Manager and CSM early enough for the pre-renewal conversation to happen on schedule, then running the renewal to signature once it's confirmed as a straight renewal Lead renewal conversations: confirming intent, answering questions, handling straightforward pushback on terms Keep the renewal moving. Where a customer raises a need beyond what they own today, log it and loop in the Account Manager the same day. The renewal continues unless the Account Manager decides to hold it. You're never the one deciding whether to pause a renewal. Prepare renewal quotes and drive agreements through to signature Work your book of business by tier, not uniformly — high-value and multi-module accounts get a full touch sequence, while smaller, stable renewals are handled efficiently with lighter intervention FORECASTING AND REPORTING Maintain a weekly forecast of what’s renewing, what’s wobbling and what’s, unfortunately, churning. Give the business a renewal number it can plan against by month, by product line, and by confidence Report accurately rather than optimistically — flagging a problem early is always the right call RISK AND COLLABORATION Spot at-risk accounts early and route them to the right owner: Customer Success for adoption issues, Account Management for commercial ones, Support for unresolved problems Work a standing check-in with Customer Success on accounts showing warning signs DATA AND INSIGHT Keep renewal dates, contract terms, contacts and outcomes accurate in HubSpot Surface patterns in why customers stay and why they leave — you’ll hear this more often than anyone else in the company Help build and document the renewals process, which does not fully exist yet 1–3 years in a role where you dealt with customers directly and had something concrete to deliver — SaaS, inside sales, customer support, account coordination or similar Organized in a way people can rely on; strong follow-through across many accounts at different stages Comfortable talking to customers by phone as well as email — clear, warm, and willing to call before you’ve rehearsed it Comfortable with volume and repetition. This is a large book of business and the work rewards consistency over improvisation Willing to deliver bad news early and report an honest number Solid written communication — short, clear, friendly emails Comfortable in a CRM (we use HubSpot) and able to track a book of business in a spreadsheet Judgment to know when to handle something yourself and when to escalate Exposure to renewals or subscription contracts Any background in manufacturing, construction, woodworking or the trades Experience learning a technical product from scratch All your information will be kept confidential according to EEO guidelines. Accessibility & Work Environment INNERGY is committed to fostering an inclusive and accessible workplace. We support reasonable adjustments for individuals with disabilities in accordance with applicable laws. If you require any accommodations during the recruitment process or in your role, please let us know. This role is primarily computer-based and may involve extended periods of screen time and frequent communication through digital tools. Work may be performed remotely or in an office setting, depending on the role and location. We prioritize employee wellbeing, flexibility, and a safe, supportive work environment across all regions. Equal Opportunity Employer INNERGY is an Equal Opportunity Employer that values diversity at every level of the organization. We are committed to creating a workplace free from discrimination and harassment. All qualified applicants will be considered without regard to race, color, religion, sex, age, sexual orientation, pregnancy, gender identity or expression, national origin, disability, veteran status, or any other protected characteristic under applicable law. Location Eligibility Notice This is a U.S.-based remote role. Due to current regulatory requirements, we are only able to consider candidates residing in certain U.S. states. Eligible states include, but are not limited to: Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin. At this time, candidates located in California, Colorado, New York, Illinois, Washington, or other states with active pay transparency requirements are not eligible for consideration. INNERGY is transforming the woodworking industry with purpose built, cloud based ERP software designed exclusively for custom manufacturers. Our platform helps businesses operate smarter, faster, and more efficiently while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework. What truly sets INNERGY apart is our people. Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, real world problems. We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work. With strong momentum and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, INNERGY is entering an exciting new phase of growth. This combination expands our capabilities, deepens our industry impact, and accelerates our vision of delivering a truly connected, end to end platform for custom manufacturers. As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your ideas will help shape decisions, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry.