Subscription Renewal Specialist

We believe in the power and joy of learningAt Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.Department: Customer SuccessCompany: Cengage SchoolRegion Supported: Southeast/Northeast & Inside AccountsRole OverviewThe Subscription Renewal Specialist is responsible for managing and driving customer renewals through proactive engagement, strategic prioritization, and close collaboration with sales representatives and internal teams. This role ensures customer happiness, minimizes churn, and supports revenue growth by efficiently managing renewal opportunities and identifying expansion opportunities across the product portfolio.Key ResponsibilitiesOwn and manage a renewal pipeline using CRM dashboards, ensuring accurate tracking of contacts, opportunities, quotes, and renewal stagesMaintain detailed and timely notes on all customer interactions, including calls, meetings, emails, and renewal activityComplete renewal strategies by working opportunities through defined stages and prioritizing renewals by value and risk levelManage a high-volume inbox and maintain a customer response-time goal of 24 hours or lessProactively prioritize and work the highest-value renewals in descending order to improve retention and revenueConduct monthly sessions with sales representatives to assess renewal progress, address at-risk accounts, and coordinate on strategic plans to boost renewalsCollaborate closely with sales reps and internal teammates to stay current on systems, tools, and processesAttend bi-weekly Southeast and Northeast meetings to provide renewal updates, field questions, and support managers and teamsDevelop product knowledge to find opportunities for expansion and new product growth during the renewal cycleAccurately log and track all customer activity in CRM to support reporting, forecasting, and leadership visibilityRequired Skills & QualificationsStrong organizational skills with the ability to manage multiple renewals simultaneouslyExcellent written and verbal communication skillsExperience managing CRM systems and maintaining clean, detailed dataAbility to prioritize work based on urgency, value, and customer riskStrong collaboration skills and ease working across sales and internal groupsCustomer-focused attitude with a proactive approach to problem-solvingCapacity to acquire and maintain comprehensive product understanding to assist with renewals and growth discussionsPreferred QualificationsPrevious experience in renewals, account management, or customer successExperience working in an education, publishing, or SaaS environmentFamiliarity with sales processes, forecasting, and pipeline managementCengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Ou...