Senior Renewals & Revenue Manager

Fortra; Eden Prairie (MN); On-site; CAD 75,000 - 105,000; Full time

Job summary

Fortra is seeking a Senior Renewals Specialist to join our global Customer Operations team in Canada. You will own the renewal lifecycle, protect ARR, and drive customer retention through proactive management, product knowledge, and cross-functional collaboration.

You will mentor teammates, support complex accounts, and contribute to process improvements while delivering excellent service to customers across licensing, billing, contracts, and sales.

Qualifications

• 3+ years in customer operations, renewals, account management, or a similar customer-facing role.
• Proven experience managing customer renewals, retention, contracts, or recurring revenue.
• Strong understanding of relationship between renewals, retention, and ARR.
• Intermediate negotiation and persuasion skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Experience with CRM and reporting tools; Power BI is beneficial.
• Excellent written and verbal communication skills.

Responsibilities

• Manage the end-to-end renewal process, including quoting, contract facilitation, internal approvals, and order processing per SLAs.
• Ensure renewal activities adhere to guidelines while protecting ARR outcomes.
• Provide customers with renewal proposals ~90 days before renewal date.
• Monitor ARR changes against planned renewal bookings and losses.
• Negotiate pricing within guidelines and validate at order.
• Maintain accurate customer data in CRM systems.
• Assist customers by phone and email on licensing, renewals, billing, contracts, and sales.
• Manage attrition and pursue retention opportunities.
• Maintain customer health and risk status with key indicators.
• Collaborate with Accounts Receivable on aging invoices and renewal impacts.
• Engage customers to assess satisfaction and upsell opportunities.
• Support onboarding of new customers and establish strong relationships.
• Mentor and train new hires and team members.
• Lead projects to improve retention and operational performance.
• Identify opportunities to streamline renewal processes.

Skills

Renewals management

Customer success

Negotiation

Cross-functional collaboration

Data analysis

CRM proficiency

Communication

Education

Two- or four-year degree

Tools

Power BI

CRM systems

MS Office (Outlook, Word, Excel)

Job description

Fortra is seeking a Senior Renewals Specialist to join our global Customer Operations team in Canada. You will own the renewal lifecycle, protect ARR, and drive customer retention through proactive management, product knowledge, and cross-functional collaboration.

You will mentor teammates, support complex accounts, and contribute to process improvements while delivering excellent service to customers across licensing, billing, contracts, and sales.