Sr. Renewals Analyst

Role Overview

We are seeking a detail-oriented and proactive senior level Renewals Analyst to support our Enterprise, Strategic, and Public Sector customers. In this role, you will partner closely with field sales representatives to drive successful renewals, generate accurate quotes, manage opportunity pipelines, and ensure seamless account continuity for our largest and most complex customers. You will play a critical role in maximizing customer retention and revenue predictability while enabling our front-line sales teams to focus on high-value customer relationships.

Key Responsibilities

• Partner with Enterprise and Strategic field sales representatives to support large-account renewal cycles end-to-end from primarily a back-office perspective.

• Generate accurate, timely quotes and proposals for renewals, expansions, and multi-year agreements using Salesforce and internal quoting tools.

• Create, update, and maintain renewal opportunities in Salesforce, ensuring pipeline hygiene, accurate forecasting, and complete stage progression.

• Monitor upcoming renewals, proactively flag at-risk accounts, and coordinate internal resources (field teams, CAMs, Support) to support successful outcomes.

• Track and report on key renewal metrics including customer retention rate, renewal rate, and time-to-renew; surface insights and trends to leadership.

• Utilize basic AI tools to streamline document generation, data summarization, email drafting, and internal research, improving speed and quality of support.

• Maintain clean and accurate customer and opportunity data within Salesforce; drive data quality initiatives across the renewal book of business.

• Collaborate cross-functionally with Field Sales, Support, Partners, and Deal Desk to resolve blockers and accelerate renewal close rates.

Key Performance Metrics

• Customer Retention Rate – Customer growth as measured by renewals + new sales activity

• Renewal Rate – Dollar and logo renewal attainment against targets

• Time to Renew – Average cycle time from renewal initiation to close (efficiency & velocity)

• Churn/Risk – Manage to minimize churn and provide early insight where churn risk exists

Required Qualifications

• 5+ years of experience in a SaaS sales support, renewals, deal desk, sales operations, or account management role (preferably supporting enterprise/strategic accounts).

• Proficiency in Salesforce (Sales Cloud) – opportunity management, quoting (CPQ), reporting, and data hygiene best practices.

• Proficiency in Excel and other Office applications.

• Familiarity with basic AI productivity tools (e.g., ChatGPT, Microsoft Copilot, Claude, or similar) for drafting, summarization, and workflow acceleration.

• Exceptional attention to detail, organizational skills, and ability to manage multiple priorities in a fast-paced environment.

• Strong written and verbal communication skills; ability to partner effectively with field sales and cross-functional teams.

• Bachelor’s degree preferred, or equivalent practical experience.

What Success Looks Like

In the first 90 days, you will:

• Master our renewal opportunity and quoting workflows, and make recommended improvements.

• Establish trusted partnerships with assigned field sales representatives and become their go-to back-office resource.

• Deliver accurate quotes and opportunity updates with high first-pass quality, reducing cycle friction.

• Contribute to improved visibility on retention, renewal rate, and time-to-renew metrics for leadership.

Why This Role Matters at DDN

Renewals are the engine of predictable SaaS growth. By providing exceptional partnership to our strategic and enterprise sellers, you directly influence customer lifetime value, reduce churn risk, and free our field teams to deepen executive relationships. This is a high-impact individual contributor role with clear metrics, strong visibility to leadership, and a clear path for growth.