Renewals Operations Specialist (EMEA)

About Highspot Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd. While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets. About the Role As a Renewals Specialist, you will play a vital role in driving customer retention and ensuring continued satisfaction with Highspot’s solutions. You will support the CSM on the renewal process for our customer base, collaborating closely with Sales, Customer Success, Revenue Operations and Finance to ensure seamless renewal experiences and identify opportunities to expand customer value. Responsibilities Own the Renewals Process: Support the CSM team with the end-to-end renewals process for customers—ensuring timely, accurate, and customer-centric execution. Customer Retention: Support Customer success and Sales teams on the strategy to achieve renewal and retention targets, minimizing churn and maximizing long-term customer loyalty. Cross-Functional Collaboration: Partner with Sales, Customer Success, and Finance to streamline renewal operations and identify upsell or expansion opportunities. Work closely with CSM’s, Technical account Managers and Account executives to understand our customer’s business needs, advocate for their success, and align solutions to their goals. Data-Driven Insights: Leverage data from CRM and usage analytics to identify renewal risks, forecast outcomes, and proactively address customer challenges. Escalation Management: Escalate process issues internally with a focus on win-win outcomes. Reporting & Forecasting: Maintain accurate renewal forecasts and performance tracking in CRM tools (e.g., Salesforce). Operations support: Identify step by step process to signature and update contact and quote information in SFDC. Prepare renewal Account research (annual / financial reports, identifying new initiatives, acquisitions etc). Document stakeholder hierarchy. Centralize all documentation produced for renewal, ensure a renewal Digital room is created for the customer. Build out pricing proposal & add to renewal slide deck. Verify renewal terms (MSA, IT evaluation, Contract Terms & Conditions) and update Salesforce. Collaborate closely with Deal Desk on CPQ and quote processes to anticipate and proactively remove blockers and delays in the approval process. Support with billing queries and escalations, liaising with finance and legal to get to satisfactory outcomes. Required Qualfication Experience: 1-3 years in Renewals, Customer Success, or Account Management, preferably in a B2B SaaS. Customer Focus: Passionate about delivering exceptional customer experiences and building long-term relationships. Negotiation Skills: Ability to navigate customer conversations with confidence, empathy, and professionalism. Analytical Thinking: Comfortable using data to drive decisions, assess performance, and identify growth opportunities. Collaboration: Strong cross-functional communication skills; experience working with Sales, Customer Success, and Operations teams. Tools: Proficient in CRM and renewal management tools (e.g., Salesforce, Gainsight). Mindset: Self-starter who thrives in a fast-paced, collaborative, and high-growth environment. #LI-SG1 Equal Opportunity Statement We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation. Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.