The Renewal Specialist is the execution engine of Keyloop's Renewals Desk. This is a hands-on, deal-doing role focused on owning and closing a portfolio of customer renewals across defined segments — ensuring contracts are renewed on time, at the right value, and with minimal churn.
Working within the frameworks and playbooks established by the Senior Manager, Renewals & Retention, the Renewal Specialist will be the primary point of contact for renewal activity across their assigned accounts — managing timelines, progressing negotiations, identifying risk, and executing save plays where required.
This role is not about building the strategy. It is about delivering it — consistently, professionally, and at pace.
Key Responsibilities
- Own a defined portfolio of customer renewals across one or more segments
- Manage the full renewal lifecycle for assigned accounts, including:
- Proactive outreach at defined points in the renewal timeline
- Confirmation of renewal intent and commercial terms
- Coordination with Finance and Legal on contract execution
- Escalation to the Senior Manager for complex or at-risk situations
- Ensure all renewals are progressed within defined timelines and milestones
- Maintain accurate and up-to-date renewal records in Salesforce (or relevant CRM)
- Proactively identify accounts showing signs of renewal risk (engagement drop, open issues, commercial sensitivity)
- Apply risk-based renewal management approaches in line with the Renewal Excellence Programme playbooks
- Execute save plays for at-risk accounts, including structured outreach, concession handling, and escalation paths
- Flag emerging risk to the Senior Manager with clear context and a recommended action
- Lead commercial renewal negotiations within agreed parameters — protecting ARR and minimising discount leakage
- Apply the correct renewal motion by account type:
- Auto-renewal vs negotiated renewal
- Multi-year renewal scenarios
- Price increase conversations
- Upsell and expansion opportunities (in coordination with Sales)
- Refer non-standard commercial arrangements to the Senior Manager or relevant commercial approver
- Maintain accurate renewal forecasts for assigned portfolio at all times
- Provide weekly input to the renewals pipeline and risk reporting cycle
- Flag forecast changes promptly, with clear reason codes and next actions
- Contribute to renewal performance data used by the Senior Manager for ELT and board reporting
- Liaise with Customer Success Managers on account health and renewal readiness
- Coordinate with Finance on invoicing, billing terms, and contract queries
- Engage Legal and Commercial Operations as required for contract execution
- Provide feedback on playbook effectiveness and flag process gaps to the Senior Manager
2. Risk Identification & Save Plays
3. Commercial Negotiation & Deal Execution
4. Forecasting & Reporting
5. Cross-Functional Coordination
Skills & Experience
- Experience in a renewals, retention, or account management role within a B2B SaaS or subscription business
- Demonstrated ability to manage a portfolio of accounts through a full renewal cycle
- Comfortable having commercial conversations with customers, including price increases and save plays
- Highly organised, with the ability to manage multiple renewals simultaneously without losing detail
- Proficient in CRM tools (Salesforce preferred) and Excel/Google Sheets for pipeline management
- Clear communicator — written and verbal — with customers and internal stakeholders
- Familiarity with SaaS contract structures, ARR mechanics, and GRR/NRR metrics
- Exposure to multi-product or complex licensing environments
- Experience working alongside or within a Customer Success function
- Background in automotive, dealer management, or B2B technology sectors
Desirable
Skills Required
- Experience in a renewals, retention, or account management role within a B2B SaaS or subscription business
- Ability to manage a portfolio of accounts through a full renewal cycle
- Comfortable having commercial conversations with customers
- Highly organised, with the ability to manage multiple renewals simultaneously
- Proficient in CRM tools and Excel/Google Sheets
- Clear communicator with customers and internal stakeholders
- Familiarity with SaaS contract structures and ARR mechanics
- Exposure to multi-product or complex licensing environments
- Experience working alongside or within a Customer Success function
- Background in automotive, dealer management, or B2B technology sectors
What We Do
As the largest global automotive technology company, Keyloop delivers cutting-edge solutions, tailored to the modern needs of auto retailers and OEMs alike. With 40 years of automotive DNA, and a deep understanding of what it takes to drive success, Keyloop solutions are delivered in over 90 countries, and trusted by more 20,000 retailers and 80 OEMs worldwide. From the showroom to the workshop, and everything in between, its technology facilitates distinctive customer experiences between key systems, tools and departments. With modern consumers demanding increasingly high levels of service and responsiveness, Keyloop and their partners connect retailers and OEMs to consumers through every step of their journey. Keyloop delivers a proven technology ecosystem that redesigns the automotive retail experience to cultivate lasting loyalty and optimise margins through increased efficiency, elevated experiences, and unrivalled connected data. For more information, please visit www.keyloop.com
