Renewals Specialist

Renewals Specialist 

Function: Finance & Operations 

Reports to: Sr. Director, Customer Operations 

Reviewed Date: 5.2025 

 

Position Summary: 

The Renewal Specialist is a vital contributor to customer retention, responsible for managing the contract intake and renewal process. They are the internal partner to customer-facing roles who are managing the commercial negotiation with the customer. This role ensures renewals are completed accurately and on time, supports the preparation of renewal agreements and terms, and coordinates with internal teams to streamline the renewal workflow. The renewals specialist also processes upsell transactions and manages churn-related activities, while maintaining data integrity and reporting within Salesforce and related systems. 

Key Responsibilities: 

• Collaborate with cross-functional teams—including Customer Success and Account Management—to manage the end-to-end renewal process. 
• Prepare renewal documentation: Generate and deliver accurate renewal quotes and pricing proposals negotiated by the Customer Success teams. 
• Maintain data accuracy: monitor and update customer data within CPQ and Salesforce (SFDC) throughout the renewal cycle. 
• Ensure compliance and reporting: uphold internal policies, processes, and data integrity standards; maintain up-to-date Salesforce reporting for all renewal-related data. 
• Manage new customer intake processes and upsell transactions. 
• Process churn transactions: handle contract adjustments and manage churn/erosion activities within internal systems. 
• Provision new sales, renewal changes, and upsell adjustments within internal systems.  

Skills and Experience Needed: 

• Bachelor’s degree in business, or a related field, preferred. 
• 3-5 years of experience in a customer-facing role in a SaaS company.  
• 2-3 years of experience with cross-functional collaboration including Sales, Implementation, Support, and other internal teams. 
• 2-3 years of experience with contract management systems or CPQ tools. 
• Preferred: Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation)
• Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner. 
• Ability to work independently and manage multiple customer accounts simultaneously. 
• Experience using Microsoft Office, Salesforce, ChurnZero or similar systems. 
• Excellent verbal, written, presentation and project management skills. 

 

Competencies: 

Accountability 

Adaptability 

Applied Learning 

Business Acumen 

Collaboration 

Customer Focus 

Dealing w/ Ambiguity 

Decision Making 

Driving for Results 

Initiating Action 

Planning & Organizing 

Technical/Professional Knowledge/Skills 

About the company:

Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.

Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.

OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities. 

Benefits and Perks: 

• Company provided equipment (laptop, software, etc.) 
• Employment with a growing, casual, fun, philanthropic minded company
• Employer paid extended health benefits, including health spending account (CAN based employees)
• US Based Employees
  • Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.   
  • An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.  
  • Medical Flexible Spending Accounts available.   
  • Dependent Care Flexible Spending Accounts available.  
  • Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).  
  • Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.  
  • 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%. 
  • Paid Time Off (PTO)/Holiday  
    • Unlimited PTO program each year.  
    • 11 paid holidays, and half day Fridays in the summer.   

 

Diversity Statement - Culture of Togetherness:  

At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.  

OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. Passageways does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email peopleops@passageways.com.