Senior Renewal Representative - HiEd

As a Senior Renewal Representative (HiEd) at Instructure, Inc., you will play a critical role in managing a broader and more complex portfolio of higher education customer accounts, with a focus on both strategic account retention and growth. Building on foundational experience, you will own high-value and multi-product renewals, collaborate closely with cross-functional teams, and proactively identify opportunities for account expansion.

Responsibilities and Duties

Manage a diverse portfolio of renewal accounts, including medium and large-scale contracts, to ensure timely and accurate renewals.

Develop tailored renewal strategies to maximize customer retention and identify expansion opportunities.

Collaborate closely with Customer Success Managers (CSMs) and Sales Representatives to align on account strategies and overall customer health.

Create, deliver, and manage complex renewal quotes, ensuring alignment with customer needs and usage data.

Conduct renewal forecasting with a high degree of accuracy, providing management with regular updates on progress, risks, and opportunities.

Lead renewal negotiations, addressing customer objections, pricing discussions, and contract adjustments to reach mutually beneficial outcomes.

Serve as a subject matter expert (SME) on quoting tools and CRM best practices, driving data integrity and operational efficiency.

Partner with Product and Marketing teams to understand and communicate product updates or enhancements that may affect renewals.

Track and report on key renewal performance metrics to identify trends and inform process improvements.

Qualifications, Skills, and Requirements

Minimum of 3 years of experience in customer success, account management, or renewal management roles, preferably in the SaaS or education technology industry.

Proven ability to manage and grow customer relationships, with experience handling high-value and multi-product accounts.

Strong negotiation skills and advanced ability to navigate complex discussions with clients.

Analytical thinker with the capability to analyze usage data, identify trends, and apply insights to renewal strategies.

Demonstrated ability to identify inefficiencies and contribute to operational enhancements and process improvements.

Advanced proficiency with CRM systems and tools such as Salesforce, Gainsight, Clari, and Gong.

Excellent communication, organization, and interpersonal skills.

Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

Bachelor’s degree in Business, Education, or a related field preferred.

Willingness to travel as required to support higher education clients and business objectives, up to 20%.