Customer Success Specialist

Follett Software

. Manage the contract renewal cycle for an assigned group of U.S.

Posted 10/31/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing the contract renewal cycle, including creating and negotiating renewal quotes while maintaining strong customer relationships. Proficient in utilizing Salesforce and other CRM solutions to track customer interactions and outcomes.

Highest-signal resume keywords

Contract Renewal ManagementSalesforce CRM ProficiencyCustomer Success ExperienceProblem-Solving SkillsInterpersonal Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Contract NegotiationQuote CreationCustomer Needs AssessmentOperational SupportSales Development

Soft Skills

Effective CommunicationInterpersonal SkillsProblem-Solving

Tools & Technologies

SalesforceSalesforce CPQGainsightMicrosoft WordMicrosoft Excel

Industry Keywords

B2B SaaSK12Account ManagementCustomer SuccessFollett Destiny Library Software

About the role

Key responsibilities & impact

Manage the contract renewal cycle for an assigned group of U.S. customers
Serve as the primary customer contact throughout the renewal process
Create, modify, document, communicate, and negotiate accurate renewal quotes from beginning to end
Conduct proactive outreach before contract expiration and follow the standard renewal playbook
Provide operational support for creating and updating quotes for larger strategic renewals
Collaborate with Sales and Sales Proposal teams on upsell and cross-sell opportunities
Maintain knowledge of Follett Software products, services, contract terms, pricing, and limitations
Review and track the renewal calendar for assigned customers
Identify customer needs and concerns before the 90-day renewal period
Configure and deliver renewal quotes 90 days before contract renewal dates
Document client communications and confirm quote receipt and renewal plans
Prepare monthly and/or quarterly reports on customer status and upcoming renewals
Provide input on renewal process activities and improvements
Participate in quarterly sales review and Customer Success team meetings
Handle other duties and tasks as assigned

Requirements

What you’ll need

Associate’s degree or equivalent
2+ years of Customer Success, Sales Development or Business Development experience
Track record of meeting or exceeding goals in an individually focused, quota-carrying role
Ability to understand and articulate each client's unique buying cycle, procurement stage and purchasing vehicle
Specialized computer knowledge and technical aptitude for using Salesforce or other CRM solutions software
Strong problem-solving skills
Strong history of customer outcome-focused roles
Effective interpersonal, written and verbal communication skills
Proficient PC and technical/software skills
Currently located in the United States and able to work without sponsorship
Suitable private and quiet workplace for remote work
Ability to work variable schedules as required by the position and organization
Preferred but not required: Salesforce CPQ experience
Preferred but not required: B2B SaaS, K12, or Follett Destiny Library Software experience
Preferred but not required: Account Renewal, Account Management or Customer Success experience in the K12 industry
Preferred but not required: Salesforce and Gainsight experience
Preferred: beginner-level Microsoft Word and Excel experience

Benefits

Comp & perks

Remote work arrangement
Minimal travel requirement (less than 10%)
Reasonable accommodations for individuals with disabilities and disabled veterans