Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

We are seeking a results-oriented and customer-focused Senior Renewals Specialist to join our global Customer Operations team. In this role, you will be responsible for driving customer retention and recurring revenue through proactive renewal management, strong product and process knowledge, and effective cross-functional collaboration.

You will manage the renewal lifecycle for assigned customers, ensuring accurate and timely execution while identifying risk, supporting customer satisfaction, and protecting Annual Recurring Revenue (ARR). As a senior member of the team, you will also serve as a subject matter expert, support larger or more complex customer accounts, mentor less experienced colleagues, and contribute to process improvement initiatives.

At Fortra, you'll benefit from a robust onboarding experience, a guided career path, and a people-first culture that supports your continued professional growth.

WHAT YOU'LL DO

• Manage the end-to-end renewal process, including quoting, contract facilitation, internal approvals, and order processing in accordance with Customer Operations SLAs.
• Ensure renewal and sales activities comply with established approval guidelines while protecting and driving positive ARR outcomes.
• Proactively provide customers with renewal proposals approximately 90 days prior to their renewal date.
• Monitor and communicate changes in ARR against planned renewal bookings and anticipated losses.
• Negotiate special pricing within established guidelines and validate pricing at the point of order.
• Maintain accurate and up-to-date customer, renewal, and account information within CRM systems.
• Support customers by phone and email with questions related to licensing, renewals, billing, contracts, and sales.
• Manage attrition within assigned accounts, including responding to cancellation requests, identifying underlying concerns, and pursuing appropriate retention opportunities.
• Maintain accurate customer health and risk status by routinely reviewing key account indicators.
• Partner with Accounts Receivable to address aging invoices and resolve issues that may impact renewals.
• Engage customers throughout the renewal cycle to assess satisfaction, identify potential risks, and uncover appropriate upsell opportunities.
• Connect with new customers to support successful onboarding and establish a strong foundation for the customer relationship.
• Assist with export license requests as needed.
• Mentor and train new hires and less experienced team members.
• Serve as a subject matter expert and go-to resource for assigned brands, solution groups, systems, and processes.
• Manage larger or more complex customer accounts as needed.
• Lead special projects and contribute to initiatives that improve customer retention, operational effectiveness, and team performance.
• Identify opportunities to streamline and improve renewal and Customer Operations processes.
• Perform additional duties and projects as assigned.

QUALIFICATIONS

• 3+ years of experience in Customer Operations, renewals, account management, customer success, or a comparable customer-facing role.
• Demonstrated experience managing customer renewals, retention, contracts, or recurring revenue.
• Strong understanding of the relationship between customer renewals, retention, and ARR.
• Intermediate negotiation and persuasion skills with the confidence and persistence to navigate challenging customer situations.
• Proven ability to address difficult or complex customer concerns and pursue solutions before escalation.
• Experience managing multiple priorities, accounts, and deadlines in a fast-paced environment.
• Intermediate proficiency with Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel.
• Experience working with CRM and business reporting systems; experience with Power BI or similar reporting tools is beneficial.
• Strong attention to detail and commitment to maintaining accurate customer and transaction data.
• Excellent written and verbal communication skills.
• Professional, responsive, and customer-focused approach.
• Ability to work independently with minimal supervision while collaborating effectively with cross-functional teams.
• Strong analytical and problem-solving skills.
• Self-motivated, resourceful, dependable, and comfortable working through ambiguity and complexity.
• Demonstrated ability to identify problems, take ownership, and confidently drive appropriate solutions.

Preferred Qualifications

• Two- or four-year degree or equivalent combination of education and relevant professional experience.
• Experience supporting enterprise software, technology, cybersecurity, or SaaS customers.
• Experience managing larger or more complex customer accounts and renewals.
• Experience identifying customer risk and supporting retention or save strategies.
• Experience assisting with upsell or expansion opportunities within an existing customer base.
• Experience mentoring, training, or serving as a subject matter expert for other team members.
• Experience leading projects or contributing to operational process improvements.
  

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

We are an equal opportunity employer and encourage applications from candidates of all backgrounds. We do not require Canadian work experience; all relevant experience will be considered. This posting is for an existing vacancy.

Expected Compensation: C$75,000 - C$105,000

Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.