Remote Renewal & Customer Success Specialist

Follett Software, LLC; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Follett Software is seeking a Customer Success Specialist to manage renewal cycles for U.S. customers, crafting accurate renewal quotes and negotiating terms to secure renewals.

You will work with Sales and Customer Success to identify upsell/cross-sell opportunities and maintain strong customer relationships. You will own renewal communications, track renewal calendars, and provide proactive outreach ahead of expiration.

Qualifications

• Associate’s degree or equivalent.
• 2+ years of Customer Success, Sales Development or Business Development experience.
• Experience in B2B SaaS and/or K12-related software preferred (Follett Destiny Library Software).
• Proven track record of meeting/exceeding goals in a quota-bearing role.
• Experience in account renewal/management or customer success in K12 is a plus.
• Ability to understand client buying cycles and procurement processes early.
• Proficient with Salesforce or other CRM; Salesforce CPQ experience is a plus.

Responsibilities

• Manage creation and delivery of renewal quotes for assigned customers.
• Own renewal calendar and communicate renewal status to customers.
• Collaborate with Sales on upsell/cross-sell opportunities during renewals.
• Provide proactive outreach ahead of contract expiration and follow a renewal playbook.
• Document client communications and negotiate Renewal terms as needed.
• Prepare monthly/quarterly renewal reports and contribute to process improvements.

Skills

Customer Success

Sales Development

Account Renewal

CRM (Salesforce)

Communication skills

Education

Associate's degree or equivalent

Tools

Salesforce

Gainsight

Salesforce CPQ

Job description

Follett Software is seeking a Customer Success Specialist to manage renewal cycles for U.S. customers, crafting accurate renewal quotes and negotiating terms to secure renewals.

You will work with Sales and Customer Success to identify upsell/cross-sell opportunities and maintain strong customer relationships. You will own renewal communications, track renewal calendars, and provide proactive outreach ahead of expiration.