Renewal Representative – Regional Accounts

Role Summary

The Renewal Representative, Regional Accounts, is a customer-facing role responsible for managing and executing high‑volume subscription renewals across a portfolio of regional customers in the UK. Operating with a high degree of independence, this role focuses on protecting and expanding recurring revenue by delivering accurate, timely renewal execution and proactively addressing customer needs.

The role requires strong commercial judgement, confident customer communication, and the ability to manage multiple renewal cycles simultaneously. Success is measured through renewal rate, customer retention, expansion at renewal, and disciplined operational execution.

Key Responsibilities

End-to-End Renewal Ownership

• Independently own and execute full renewal workflows across assigned regional customer accounts
• Drive timely, accurate renewal completion with minimal guidance, ensuring contract and commercial accuracy

Customer Retention & Expansion

• Defend the existing customer base by proactively identifying churn risk, renewal blockers, and customer concerns
• Identify and close seat‑based expansion opportunities at renewal, using standard playbooks and creative commercial approaches

Customer & Procurement Engagement

• Work directly with customer procurement and commercial teams to manage renewal execution and resolve issues
• Apply clear, persuasive communication to influence renewal outcomes and maintain strong customer relationships

Forecasting, Data & Workflow Discipline

• Maintain accurate renewal pipeline management, forecasting, and reporting within CRM systems
• Monitor auto‑renewal status and intervene when auto‑renewals are disabled to prevent churn
• Use data, insights, and workflow automation to improve renewal efficiency and predictability

Account Team Unit (ATU) Collaboration

• Engage Account Executives on larger cross‑sell or expansion opportunities identified during renewal cycles
• Partner with Customer Success Managers to align on adoption, retention, and renewal strategy
• Provide light‑touch support to partners on partner‑owned or assisted renewal accounts
• Share insights on churn risk, renewal blockers, and missed upsell signals across teams

Mentorship & Continuous Improvement

• Provide guidance and informal mentorship to less experienced renewal or sales colleagues
• Share customer feedback on product experience, packaging, and commercial friction with internal teams

Experience & Capability Expectations

• Demonstrated experience managing customer renewals, account management, inside sales, or customer success motions within a B2B environment
• Proven ability to independently manage a high volume of renewal transactions with strong attention to detail and prioritisation
• Strong customer‑facing communication skills, with confidence engaging procurement and commercial stakeholders
• Commercial awareness, including experience negotiating renewal terms and addressing customer objections
• Ability to identify churn risks, expansion signals, and renewal blockers using customer insight and data
• Experience using CRM systems to manage pipelines, forecasts, and renewal workflows
• Highly organised and capable of managing competing priorities in a fast‑paced environment
• Familiarity with UK customer buying behaviours and regional commercial practices

Preferred Experience & Background

• Experience working in subscription‑based or recurring revenue business models
• Exposure to seat‑based expansion or upsell motions at time of renewal
• Familiarity with partner‑assisted or partner‑led renewal models
• Experience mentoring or supporting junior sales or renewal colleagues
• Comfort working within cross‑regional or matrixed sales organisations
• Degree‑level education or equivalent professional experience