Renewals & Growth Advocate

Cengage Group; Detroit (MI); On-site; USD 50,000 - 64,000; Full time

Job summary

Cengage Group is seeking a Subscription Renewal Specialist in the United States to drive customer renewals and expansion opportunities. You will engage proactively with customers, prioritize renewals by value and risk, and collaborate with sales and internal teams to reduce churn.

You will manage a renewal pipeline, maintain detailed activity notes, and use CRM dashboards to track progress. This role emphasizes customer happiness and revenue growth within the Southeast/Northeast regions.

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.

Responsibilities

• 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.

Skills

Organizational skills

Written and verbal communication

CRM systems

Prioritization

Cross-functional collaboration

Customer-focused

Product knowledge

Tools

CRM software

Job description

Cengage Group is seeking a Subscription Renewal Specialist in the United States to drive customer renewals and expansion opportunities. You will engage proactively with customers, prioritize renewals by value and risk, and collaborate with sales and internal teams to reduce churn.

You will manage a renewal pipeline, maintain detailed activity notes, and use CRM dashboards to track progress. This role emphasizes customer happiness and revenue growth within the Southeast/Northeast regions.