JOB OVERVIEW
The Renewal Executive is responsible for protecting and securing recurring revenue (ARR) by executing timely, accurate subscription renewals for assigned accounts. This role owns the renewal opportunity lifecycle in Zoho CRM, runs renewal timelines (120/90/60/30-day actions), and coordinates internal stakeholders (Sales, CS, Pillar pre-sales, Finance) to ensure a high-quality customer renewal experience.
This role is under CS Ops, and operationally governed by RevOps 2.0 rules. Expansion (seat upgrades, cross-sell, upsell) is not owned by this role—once triggered, it must be handed off to AE/Sales Rep as a linked expansion opportunity.
KEY RESPONSIBILITIES AND DUTIES
1) Execute subscription renewals end-to-end for assigned accounts, including renewal planning, stakeholder engagement, quote preparation, follow-ups, negotiation within approval rules, and closing renewals on or before the due date.
2) Own renewal pipeline accuracy in Zoho CRM, including:
- Creating/duplicating renewal opportunities as required,
- Updating stages, close dates, and renewal value,
- Correctly tagging Deal Nature (Renewal).
- Supporting reliable renewal forecasting to CS Ops and CRO/RevOps.
3) Run the renewal calendar discipline (120/90/60/30-day cadence):
- Early risk identification (churn risk, procurement delays, budget risk),
- Confirmation of licensing requirements and renewal terms,
- Proactive coordination to prevent last-minute renewals.
4) Detect expansion signals and trigger AE handoff:
- Identify seat growth, new BU rollout, new solution needs, or usage expansion,
- Create a linked Expansion Opportunity in Zoho,
- Hand off to the assigned AE/Sales Rep within 2 business days,
- Support joint customer calls when needed (AE remains owner of expansion).
5) Coordinate renewal administration and internal workflow, including:
- Ensuring commercial terms comply with CRO approval rules,
- Ensuring correct documentation and order flow,
- Working with Finance for PO/invoicing requirements,
- Ensuring clean handover to CS for post-renewal onboarding/adoption activities.
6) Improve the renewals engine continuously:
- Refine renewal templates, email/Teams scripts, playbooks, and dashboards,
- Participate in weekly renewals review,
- Surface renewal bottlenecks and propose improvements (process, tooling, communication standards).
CORE COMPETENCIES REQUIRED
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Renewal Execution Discipline – Able to manage a high-volume renewal calendar with strong follow-up rhythm and deadline ownership.
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Commercial & Negotiation Judgement – Able to handle renewal objections professionally and protect value, while working within CRO approval rules.
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CRM Accuracy & Process Discipline (Zoho CRM) – Maintains clean, reliable renewal data that supports forecasting, reporting, and accountability.
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Customer Communication Quality – Clear, professional communication with customers and internal teams; explains in ELM’s words (not forwarding vendor messages) and drives next steps.
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Risk Identification & Escalation – Able to detect churn risk early, prioritise high- impact renewals, and escalate with structured mitigation actions.
QUALIFICATIONS OR REQUIREMENTS
- 2–5 years’ experience in B2B renewals, account management, commercially-oriented customer success, or subscription licensing (software/SaaS preferred), with proven renewal closure outcomes.
- Comfortable managing high renewal volume with strong time management and structured follow-ups.
- Strong commercial skills: objection handling and negotiation within defined approval boundaries.
- Strong CRM discipline: Zoho CRM experience preferred.
- Strong written and verbal communication; professional customer-facing communication via Microsoft Teams / email.
- Detail-oriented and highly accountable for documentation accuracy, timelines, and customer experience.
