KeyMark · 1 month ago
Customer Success, Renewals & Sales Support Specialist
United States
Full-time
Remote
Mid Level
3+ years expKeyMark is a private equity-backed software technology and systems integration company. The Customer Success, Renewals & Sales Support Specialist plays a critical role in driving customer engagement, retention, and sales enablement for assigned accounts.
Artificial Intelligence (AI)Document ManagementInformation TechnologyIntelligent SystemsRobotic Process Automation (RPA)SaaSSoftware
Responsibilities
Protect and grow the recurring revenue base by achieving high renewal rates and managing renewal activities with accuracy and timeliness
Drive customer satisfaction and solution adoption to maximize value realization and minimize churn
Support Account Executives and leadership teams with account planning, pipeline development, and quote preparation
Identify expansion opportunities and collaborate with Sales to convert these opportunities into closed business
Maintain CRM accuracy (Netsuite), renewal forecasting precision, and alignment across teams for clean data and predictable reporting
Serve as the day-to-day contact for assigned customers post-implementation
Conduct business reviews to assess adoption, satisfaction, and ROI
Partner with Delivery and Support teams to ensure customer success
Promote adoption of new features and capture customer feedback
Own the end-to-end renewal process for assigned customers
Generate renewal quotes 90–120 days before expiration
Negotiate renewal terms and maintain accurate forecasts in CRM
Work with Finance and Legal for compliance and contract accuracy
Assist Account Executives with proposals, pricing, and customer communications
Prepare Statements of Work (SOWs) and renewal proposals
Manage opportunity and renewal data in CRM for accurate forecasts
Coordinate follow-ups on quotes and prepare account summaries
Identify add-on or upsell opportunities from customer conversations
Promote adoption of new automation tools or IDP capabilities
Route qualified expansion leads to Sales or Customer Success Managers
Maintain dashboards for renewals and customer success metrics
Provide weekly status updates on pipeline and customer engagement
Track churn reasons and support board-level reporting inputs
Qualification
Required
3–6 years in Customer Success, Renewals, Sales Support, or Account Management roles within SaaS and/or automation environments
Strong understanding of recurring revenue models and enterprise procurement cycles
Excellent communication, negotiation, and relationship-building skills
High attention to detail with strong multitasking abilities
Proficiency in NetSuite or equivalent CRM systems
Demonstrated success converting inbound leads and closing business with SMB and mid-market customers
Excellent communication and presentation skills with the ability to influence decision-makers at multiple levels
Highly organized with strong pipeline and time management skills
Self-motivated, coachable, and eager to succeed in a performance-driven environment
Preferred
Familiarity with ECM, IDP, BPM, or workflow automation software
Bachelor's degree in business, Marketing, or related field preferred (or equivalent experience)
1–3 years of experience in inside or direct sales, preferably in software, SaaS, or technology solutions
Benefits
Comprehensive benefits package (medical, dental, vision, 401(k), paid time off)
Continuous training, mentorship, and professional development opportunities
Company
KeyMark
Since 1996, KeyMark, Inc.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Clay Tuten
Chief Marketing Officer
Jim Wanner
Chief Expectations Officer
Company data provided by crunchbase