Customer Success Renewals Specialist – Support Contracts (North America)
At a glance
Mid-level Customer Success role at Rockwellautomation. Mexico City · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Manage assigned accounts to renew support contracts completely and before their expiration
- Contact customers and channel partners with renewal dates, coverage, options, timelines, and service value
- Use Salesforce to update opportunities, quotes, contract records, progress, and renewal forecasts
- Coordinate pricing, terms, documents, and execution with Sales, Channel, Contracts, Operations, and Support
- Spot renewal risk early, escalate it, and handle initial questions about scope, pricing, and logistics
What you bring
- A bachelor's degree is required for this role
- At least one to two years in renewals, customer success, inside sales, sales operations, or contract management
- Hands-on CRM experience, particularly Salesforce, for opportunities, forecasting, and reporting
- Background supporting customers based in North America
Who this fits
This role suits a mid-level customer success professional who can manage renewal conversations, account data, and partner coordination. You’ll work from Mexico City in a hybrid arrangement, with expected office attendance on Mondays, Tuesdays, and Thursdays unless business duties take you elsewhere.
From the employer
Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
As Renewals Specialist you will manage a focused portfolio of customer accounts to ensure the renewal of support contracts. You will create high renewal rates by engaging customers and channel partners, communicating contract value, and removing friction from the renewal process.
As Renewals Specialist you will work through remote engagement (telephone, email, Gainsight, and CRM workflows) and partners with Customer Success, Sales, Channel, and Operations and Support teams. You will use Salesforce data and processes to manage renewals, forecast risk, and support we are recurring revenue and retention goals for North America–based customers
Your Responsibilities:
- You will manage a defined portfolio of accounts with a primary focus on renewing support contracts on time and in full.
- You will engage customers and channel partners ahead of contract expiration to create seamless renewal outcomes. Sending notifications of renewal expiration to customers.
- You will communicate contract coverage, renewal options, timelines, and the value of continued support services.
- You will ensure renewals, working toward renewal rate, churn, and forecasting Indicators set by leadership.
- You will use Salesforce to manage renewal opportunities, track progress, maintain accurate contract data, receive and send customer quotes, and support forecasting activities.
- You will partner with Partner Success Managers to align renewal strategies with channel partners.
- You will collaborate with Sales, Channel teams, Contracts, and Operations on pricing, terms, documentation, and renewal execution.
- You will provide first-line support for renewal-related inquiries, including contract scope, pricing questions, and renewal logistics.
- You will identify renewal risk early and escalate to ensure leadership visibility and proactive mitigation.
- You will follow established Salesforce and renewal processes to ensure data quality, compliance, and operational efficiency.
- You will support our revenue retention and growth strategy by reducing renewal friction and improving the customer experience.
The Essentials - You Will Have:
- Bachelor's degree.
The Preferred - You Might Also Have:
- Minimum 1–2 years of experience in Renewals, Customer Success, Inside Sales, Sales Operations, or Contract Management (preferred).
- Experience working with CRM tools such as Salesforce for opportunity management, forecasting, and reporting.
- Experience supporting North America–based customers.
What We Offer:
Our benefits package includes …
- Comprehensive mindfulness programs with a premium membership to Calm
- Volunteer Paid Time off available after 6 months of employment for eligible employees.
- Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- Employee Assistance Program
- Personalized wellbeing programs through our OnTrack program
- On-demand digital course library for professional development... and other local benefits!
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
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