Strategic Renewal & Growth Specialist

Cengage; Canada; Sur place; CAD 46 000 - 60 000; Plein temps

Résumé du poste

Cengage is seeking a Subscription Renewal Specialist in the Customer Success team to drive renewals and growth. You will manage renewal opportunities in CRM, coordinate with sales, and execute renewal strategies to minimize churn across the Southeast/Northeast regions.

The role focuses on proactive engagement, fast response times, and collaboration with internal teams to optimize retention and revenue growth.

Qualifications

• Strong organizational skills with the ability to manage multiple renewals simultaneously.
• Excellent written and verbal communication skills.
• Experience managing CRM systems and maintaining clean, detailed data.
• Ability to prioritize work based on urgency, value, and customer risk.
• Strong collaboration skills and ease working across sales and internal groups.
• Customer-focused attitude with a proactive approach to problem-solving.
• Capacity to acquire and maintain comprehensive product understanding to assist with renewals and growth discussions.

Responsabilités

• Own and manage a renewal pipeline using CRM dashboards, ensuring accurate tracking of contacts, opportunities, quotes, and renewal stages
• Maintain detailed and timely notes on all customer interactions, including calls, meetings, emails, and renewal activity
• Complete renewal strategies by working opportunities through defined stages and prioritizing renewals by value and risk level
• Manage a high-volume inbox and maintain a customer response-time goal of 24 hours or less
• Proactively prioritize and work the highest-value renewals in descending order to improve retention and revenue
• Conduct monthly sessions with sales representatives to assess renewal progress, address at-risk accounts, and coordinate on strategic plans to boost renewals
• Collaborate closely with sales reps and internal teammates to stay current on systems, tools, and processes
• Attend bi-weekly Southeast and Northeast meetings to provide renewal updates, field questions, and support managers and teams
• Develop product knowledge to find opportunities for expansion and new product growth during the renewal cycle
• Accurately log and track all customer activity in CRM to support reporting, forecasting, and leadership visibility

Connaissances

Organizational skills

Communication

CRM experience

Prioritization

Cross-functional collaboration

Customer focus

Product knowledge

Description du poste

Cengage is seeking a Subscription Renewal Specialist in the Customer Success team to drive renewals and growth. You will manage renewal opportunities in CRM, coordinate with sales, and execute renewal strategies to minimize churn across the Southeast/Northeast regions.

The role focuses on proactive engagement, fast response times, and collaboration with internal teams to optimize retention and revenue growth.