Renewals Representative

New Relic, Inc.

Job Overview

Location

Sydney, Australia

Job Type

Full-time

Full Job Description

📋 Description

• Own the full renewal lifecycle by negotiating and finalizing subscription renewals with customer decision-makers and end-users, ensuring alignment with company KPIs and timely contract execution.
• Drive account growth and revenue retention by proactively identifying upsell and cross-sell opportunities within your assigned book of business to expand customer value and subscription scope.
• Collaborate closely with sales and customer success teams to align on renewal strategies, share customer insights, and coordinate efforts to maximize retention and expansion outcomes.
• Support strategic customer retention initiatives by contributing data-driven recommendations based on renewal trends, customer feedback, and usage patterns to improve overall customer experience.
• Analyze renewal data and customer interactions to identify process inefficiencies, recommend improvements, and enhance the scalability and effectiveness of the renewal workflow.
• Build and maintain strong, trust-based relationships with key customer stakeholders to foster long-term loyalty and reduce churn risk through consistent, value-driven communication.
• Serve as the primary point of contact for renewal-related inquiries, ensuring clarity on contract terms, pricing, and service scope to prevent misunderstandings and support smooth transitions.
• Work cross-functionally with legal, finance, and product teams to resolve contract complexities, update billing systems, and ensure accurate documentation for all renewals and expansions.
• Maintain accurate records in CRM systems, tracking renewal dates, customer communications, negotiation outcomes, and expansion opportunities to ensure visibility and accountability across teams.
• Stay informed about New Relic’s observability platform features, industry trends, and competitive landscape to confidently articulate customer value and address technical or business concerns during renewal discussions.
• Contribute to continuous improvement of renewal processes by participating in team reviews, sharing best practices, and implementing feedback to increase efficiency and customer satisfaction.
• Adhere to company policies and compliance requirements, including data privacy, export controls, and employment eligibility verification, throughout all customer interactions and contract management activities.

🎯 Requirements

• 7+ years experience in sales, renewing contracts or customer success
• Demonstrated success in driving the renewals process, with a proven track record of achieving high renewal rates and revenue retention
• Strong understanding of the underlying drivers of business success across industry sectors
• Excellent communication and relationship-building skills, with the ability to work effectively with both internal and external stakeholders
• Proven ability to work collaboratively with cross-functional teams to achieve shared goals
• Strong verbal and written communication skills
• Strong analytical skills and experience working with data to inform strategy and decision-making

🏖️ Benefits

• Flexible workforce model allowing fully office-based, fully remote, or hybrid work arrangements
• Inclusive and diverse workplace culture that values authentic self-expression and nontraditional career paths
• Opportunity to work with a global team shaping the future of observability in an AI-first world
• Compliance with employment eligibility verification and background check requirements as part of standard onboarding

Skills & Technologies

New Relic

Remote

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New Relic, Inc.

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About New Relic, Inc.

New Relic, Inc. provides a cloud-based observability platform that unifies application performance monitoring, infrastructure monitoring, log management, error tracking, and digital experience insights. It ingests telemetry from servers, containers, mobile apps, and browsers, then correlates metrics, events, logs, and traces to help engineering and operations teams detect, triage, and resolve software issues faster. The company offers SaaS subscriptions, open-source agents, and programmable APIs, serving enterprises and DevOps-centric organizations worldwide since 2008.

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