Renewals Specialist

The Opportunity

The UserTesting Renewal Specialist ensures the seamless execution of customer renewals, serving as the backbone of the renewal lifecycle by driving accuracy, efficiency, and collaboration. This non-client-facing role works behind the scenes to streamline operational processes, supporting the account teams, and ensure compliance with pricing and policy standards. The Renewal Specialist is critical to securing revenue continuity and enabling customer success. Success in this role requires meticulous attention to detail, an analytical mindset, and a proactive approach to client engagement.

Responsibilities:

• Manage Renewal Pipelines: Prepare and process renewal quotes, pricing configurations, and amendments, ensuring all records are up to date in Salesforce and Clari.

• Operational Excellence: Partner with Finance, Legal, and Procurement teams to streamline approval workflows, address contract adjustments, and resolve pricing inquiries efficiently.

• Support Account Teams: Collaborate with Sales and Customer Success Manager teams to provide accurate data, pricing details, and documentation to facilitate smooth customer renewals.

• Risk Mitigation: Identify potential roadblocks, such as at-risk accounts or delayed approvals, and communicate actionable insights to the account team and leadership.

• Compliance and Accuracy: Ensure adherence to company policies, pricing guidelines, and discount structures while maintaining audit-ready documentation for all renewal activities.

• Data Analysis and Insights: Leverage renewal data to provide actionable recommendations, forecast revenue trends, and identify opportunities for growth or efficiency improvements.

• Reporting and Documentation: Maintain detailed records of renewal terms, customer-specific requirements, and renewal timelines to ensure seamless handoffs and visibility across teams.

What we're looking for:

• Experience: 2+ years in a Sales, Revenue Operations, or Renewal-focused role within a SaaS (Software as a Service) organization.

• Technical Proficiency: Advanced skills with Salesforce, CPQ  and tools like Clari for forecasting and renewal management.

• Detail-Oriented: Exceptional attention to detail with a proven track record of maintaining high accuracy in managing complex data and documentation.

• Analytical Skills: Ability to interpret data, generate insights, and provide actionable recommendations to account teams.

• Process Expertise: Familiarity with legal and procurement workflows, including POs, invoicing, and contract management.

• Collaborative Mindset: Proven ability to work cross-functionally with teams in Sales, Finance, Legal, and Customer Success to achieve shared goals.

• Customer-Centric Focus: Passion for delivering operational support that drives customer satisfaction and retention.

• SaaS Expertise: Understanding of subscription-based revenue models and SaaS-specific metrics is a strong plus.

UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.