Customer Success Renewals Analyst

Overview

The Customer Success Renewal Analyst will be responsible for consolidating, analyzing, and forecasting contract renewal data to develop a proactive, data-driven renewal strategy. This role requires gathering, cleansing, and synthesizing data from multiple systems, identifying renewal trends, and working closely with Sales, Customer Success, Business Intelligence, and Finance teams to ensure timely and strategic contract renewals. 

As a key player in TierPoint’s post-sales strategy, the Renewals Analyst will contribute to customer lifecycle management, risk mitigation, and long-term expansion opportunities. The ideal candidate will be a data-driven problem solver with strong analytical skills, customer success expertise, and the ability to drive proactive renewal execution. 

Responsibilities

Turn Data into Actionable Renewal Insights 

• Aggregate and consolidate contract renewal data from disparate systems (CRM, contract management, billing). 
• Develop and maintain a standardized renewal tracking and forecasting model. 
• Ensure data accuracy, completeness, and consistency across systems. 
• Analyze historical renewal trends, customer segmentation, and at-risk accounts to proactively mitigate churn risks. 

Build Predictive Renewal Forecasts to Drive Business Strategy 

• Develop and maintain an annual and rolling renewal forecast that supports revenue planning. 
• Generate real-time reports to track renewal rates, retention metrics, and churn risks using available tools. 
• Identify upsell and cross-sell opportunities based on customer usage data and renewal patterns. 
• Provide input to Pricing/Financial Operations and Sales teams to help refine pricing models and contract term optimizations for higher retention. 

Optimize the Renewal Process Through Automation & Efficiency 

• Identify inefficiencies in the current renewal process and recommend scalable solutions, including process automation where possible. 
• Partner with IT, Business Intelligence, and Sales Operations to suggest ways to streamline data integration, renewal workflows, and reporting mechanisms. 
• Implement automated renewal notifications, proactive reminders, and customer outreach strategies to increase on-time renewals. 
• Establish a structured renewal calendar, ensuring that prioritized contracts are addressed strategically and proactively. 

Collaborate Across Teams to Improve Post-Sales Engagement 

• Act as the go-to renewal data expert, providing insights to Sales, Customer Success, Contracts, and Accounting/Finance teams. 
• Equip CSMs and Account Executives (AEs) with renewal risk insights, helping them drive proactive customer retention efforts. 
• Support post-sales leadership by providing executive-level reports and strategic recommendations on renewal trends and best practices. 
• Align renewal strategies with customer adoption trends, health scores, and success benchmarks to maximize customer value realization. 

Qualifications

• Bachelor’s degree in business, Finance, Data Analytics, or a related field.
• 5+ years of experience in data analysis, sales operations, or a similar role.
• Proficiency in Excel, SQL, and BI tools (Tableau, Power BI, Looker, etc.).
• Experience working with CRM (Salesforce) and contract management systems.
• Strong analytical and problem-solving skills, with the ability to interpret complex datasets.
• Excellent communication skills and ability to work cross-functionally.
• Experience in the technology services industry is a plus.

Working Conditions

• Home or Office based depending on location
• Travel to corporate, regional markets, and opportunity specific travel, as required

Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $101,000.00 - $151,161.86

#LI-CG1

#LI-Remote