Department: Customer Success / Revenue Operations
Reports To: Head of Account Management
Location: India (Remote)
Type: Full-Time
Working hours - EST(3:30 AM IST)
About the Role
Level AI is looking for a Renewal Coordinator to support a growing renewals and upsell function. This role is being created to take on the coordination, documentation and process work that keeps that motion running smoothly and to free up time for higher-value account strategy and business growth support.
This is an internal-facing role to start. You will work behind the scenes with Account Management, Legal and Revenue Operations to keep renewals on schedule and well-documented. As you build context on our customers and processes, the role is expected to grow into a more customer-facing capacity, taking on administrative and timeline management responsibilities such as sending revised order documents and following up directly with customers on renewal status.
Key Responsibilities
Renewal Book of Business Management
Own the renewal calendar and drive the timeline, surfacing upcoming renewals to Account Management early enough to allow for internal planning and to support renewal kickoff conversations with customers at least 90–120 days before the renewal date.
Build the internal renewal planning kit for each account, including active contract details, usage data, contractual considerations, known changes in customer needs, and additional SKUs discussed over the course of the current contract term.
Schedule and lead recurring internal planning sessions covering renewal planning kits for upcoming renewals, status of in-progress renewals and upsell opportunities, and roll-up into the customer base forecast.
Capture account-level feedback from Account Management during planning sessions and follow through on the resulting action items.
Prepare renewal kickoff presentations.
Prepare renewal and upsell order forms, partnering with Account Management, Legal and Revenue Operations on special contract terms as needed.
Support tracking and status reporting for renewal opportunities run by partners.
Comply with Level AI’s information security, privacy, data protection, and acceptable-use policies.Protect company, customer, and confidential information; use only approved systems and access information strictly based on business need. Complete required security and privacy training and promptly report any suspected security incident, data exposure, or policy violation.
Forecasting and Reporting
Maintain a weekly renewals and upsell forecast for Account Management based on inputs tracked in Salesforce.
Track Account Management forecast accuracy on a quarterly basis.
Data and Process Improvement
Partner with Revenue Operations to keep renewal dates, contract terms, contacts and outcomes accurate and up to date in Salesforce.
Help evolve and document the renewal and upsell processes as the team and customer base grow.
Identify opportunities to build efficiency into existing workflows, including a strong interest in applying AI tools to streamline day-to-day work.
Qualifications
1–3 years of experience in a customer-facing role such as inside sales, customer support, or account coordination.
Familiarity with SaaS contracts and standard commercial terms.
Strong attention to detail and highly organized, with the ability to manage many concurrent renewals accurately.
Action-oriented and comfortable working with cross-functional partners, holding them accountable to contract-driven deadlines.
Strong written and verbal communication skills.
Solid working knowledge of Salesforce CRM and Google Workspace.
Good judgment about when to resolve something independently and when to escalate.
Confident and curious about using AI tools to work more efficiently.
Genuine interest in learning the Level AI platform and the customer experience space it serves.
Growth Path
This role is designed to grow. As you develop fluency with our customers, contracts and internal processes, you will take on direct customer-facing responsibilities.