Sr. Renewal Specialist, Customer Success

Who We Are

Ready to make a real impact in cybersecurity? At Critical Start, we're not just protecting organizations; we're redefining how it's done. We're a team united by an inspiring purpose: to stop breaches, simplify security, and shape the future of cyber defense. If you're passionate about cutting-edge technology, thrive in a collaborative environment, and want your work to truly matter, you've found your home. 

  

We deliver 24x7 AI-accelerated, human-validated detection, investigation, and response across IT and OT. This means we cut through the noise, investigate real threats, and take trusted, SLA-backed action—all powered by the brightest minds and the latest AI. Since 2012, we've been helping organizations outpace evolving attacks with faster response, fewer escalations, and measurable risk reduction. 

  

Innovation isn't just a buzzword here; it's our DNA. We pioneered the first MOBILESOC app for on-the-go detection and response, infused AI into automated alert resolution to eliminate noise, and slashed investigation time by an astounding 99.3%. We're transforming how security teams work, and you could be a part of it. From AI-assisted triage to analyst copilots that elevate human expertise, we combine machine intelligence with human judgment to deliver outcomes our customer’s trust. 

  

If you're looking for a high-trust, high-impact team where your ideas are amplified by AI and valued by colleagues and customers alike, Critical Start is the place for you. Come build the future of cybersecurity with us. 

  

Want to hear from our team? Watch these videos to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look. 

Who You Are

We are seeking a results-oriented Sr. Renewal Specialist to join our Customer Success team. In this role, you will focus on supporting high customer retention by managing contract renewals, identifying opportunities for account growth, and nurturing strong relationships with existing clients. You will act as a trusted partner to customers and contribute to revenue goals through effective and collaborative renewal discussions.

What You Will Be Doing?

Customer Relationship Management

• Manage a portfolio of customer accounts throughout the renewal lifecycle, ensuring timely contract renewals and minimizing customer churn.
• Build and maintain strong working relationships with key stakeholders at customer organizations, such as IT leaders, security professionals, and procurement teams.
• Conduct regular check-ins to assess satisfaction and proactively address any concerns.
• Serve as the primary point of contact for renewal-related discussions and contract inquiries.

Renewal Management

• Monitor and manage renewal timelines for assigned accounts, maintaining accurate forecasts and pipeline visibility.
• Analyze customer engagement and usage data to identify accounts at risk and develop strategies to support retention.
• Partner with account and customer success managers to ensure seamless handoffs and a consistent, high-quality customer experience.
• Lead renewal negotiations, including contract terms, pricing, and service levels, while aligning with profitability goals.

Revenue Growth

• Identify opportunities for account growth through upselling and cross-selling within the existing customer base.
• Recommend additional cybersecurity solutions aligned with customer needs and overall security posture.
• Collaborate closely with sales teams to coordinate expansion initiatives and introduce new products.
• Own a defined book of business; accounts assigned constitute the Renewal Specialist’s sales territory.
• Meet or exceed quarterly and annual targets for renewal rates and revenue contribution.

Process Improvement

• Maintain accurate and up-to-date records of customer interactions, renewal statuses, and outcomes in CRM systems.
• Help improve renewal workflows and customer experience by identifying process enhancements.
• Share insights from customer interactions and industry trends with product and marketing teams to support go-to-market efforts.
• Contribute to the development of renewal playbooks, templates, and best practices for scale and consistency.

What You Will Bring?

Required Qualifications

• 3+ years of experience in customer success, account management, or sales roles, within the cybersecurity or technology industry
• Hands-on experience managing contract negotiations and renewal processes
• Foundational understanding of cybersecurity concepts and industry dynamics
• Strong communication and presentation skills, wit