Job Description
Job Description: Company Description
Software Toolbox is a full-stack industrial AI company that specializes in delivering innovative industrial connectivity software, data platforms, and AI agents to support manufacturing and process industries. The company's advanced solutions, such as TOP Server, OPC Router, and OmniServer, are recognized for exceptional customer support and high customer satisfaction. With offerings like N3uron and Cogent DataHub, Software Toolbox enables customers to securely transport and contextualize data for effective industrial operations. The company is now leading with an AI first mindset and delivering cutting-edge AI capabilities like JonJon.ai, a specialized agent for addressing industrial challenges and providing actionable insights. Serving leading global businesses across diverse industries such as automotive, chemicals, and power generation, Software Toolbox empowers clients to navigate their industrial AI transformation.
Outcome / Mission
Own Software Toolbox's renewal motion end-to-end, protecting recurring revenue while creating a consistent, proactive customer experience that strengthens retention and identifies expansion opportunities.
You will build a disciplined, scalable renewals engine. From midterm engagement and value reinforcement through commercial negotiation, master agreements, signature, and handoff. You will operate as part of the Inside Sales team and work alongside other customer-facing teams to reduce renewal risk, automate lower-dollar renewals, and turn the renewal cycle into a predictable source of retention and growth.
What You'll Do (Core Responsibilities)
Own the renewal motion end-to-end for the existing customer base, with clear accountability for renewal execution, retention, timing, and commercial outcomes.
Drive accuracy in the renewal forecast.
Along with the Customer Success team, build and manage a proactive renewal cadence, including midterm customer communication, early risk identification, value reinforcement, and well-timed renewal outreach.
Partner closely with the Inside Sales and Customer Success teams to align account strategy, surface customer needs and risks, demonstrate realized value, and coordinate renewal and expansion conversations.
Own the commercial administration and lifecycle of master agreements, including tracking terms, coordinating internal stakeholders, managing amendments, and supporting negotiations and execution.
Own and continuously optimize the automated renewal motion for smaller-dollar and lower-complexity accounts, evaluating performance, customer experience, and business outcomes to improve renewal rates, reduce manual effort, and lower cost-to-renew.
Identify and drive upsell, cross-sell, multi-year, and broader adoption opportunities within the renewal process, routing and collaborating with the appropriate teams.
Develop renewal playbooks, segmentation, workflows, templates, and escalation paths that create a consistent customer experience across account sizes and renewal types.
Proactively manage at-risk renewals by identifying churn signals early, coordinating recovery plans, and escalating commercial or customer issues before they threaten retention.
Work with the Customer Success team to track and report renewal KPIs such as renewal rate, gross revenue retention, on-time renewal rate, renewal cycle time, expansion at renewal, forecast accuracy, and automation rate.
Continuously improve the renewal process by analyzing losses, delays, customer feedback, and operational friction, then translating insights into measurable improvements.
Required Qualifications (Must-Have)
3-4+ years of experience in SaaS, software renewals, account management, customer success, sales, or a closely related commercial role.
Proven experience directly managing a renewals motion with accountability for retention, renewal execution, or recurring revenue outcomes.
Experience working in or closely with a Sales team, with strong commercial judgment and the ability to identify and advance expansion opportunities.
Hands-on experience working with master agreements, contract terms, amendments, and commercial negotiations in partnership with internal stakeholders.
Strong customer communication and negotiation skills, including the ability to lead proactive midterm and renewal conversations.
Demonstrated ability to manage a portfolio of renewals with disciplined forecasting, prioritization, follow-up, and attention to detail.
Comfortable using CRM and automation tools to manage workflows, reporting, customer communication, and renewal visibility.
Strong cross-functional collaboration skills and a bias toward ownership, process improvement, and measurable commercial results.
Preferred Qualifications (Separators)
Experience building or improving renewal segmentation, playbooks, automated renewal workflows, or digital/self-service renewal motions.
Familiarity with industrial software, technical products, software licensing, or customers in engineering, manufacturing, and industrial automation.
Experience using HubSpot, NetSuite or a similar CRM to manage renewal pipeline, forecasting, and AI for automation.
Experience with contract lifecycle management, e-signature, quoting, billing, or subscription management tools.
Track record of improving retention metrics or generating expansion revenue through renewals.
Comfort using data to identify churn risk, prioritize accounts, and improve renewal performance.
Experience partnering with Customer Success, Finance, Legal, Operations, and Product teams in addition to Sales.
Location
Preferred: Charlotte, NC
Also Strong: Remote within the United States for exceptional candidates willing to travel quarterly.