Ready to make a real impact in cybersecurity? At Critical Start, we're not just protecting organizations; we're redefining how it's done. We're a team united by an inspiring purpose: to stop breaches, simplify security, and shape the future of cyber defense. If you're passionate about cutting-edge technology, thrive in a collaborative environment, and want your work to truly matter, you've found your home. 

We deliver 24x7 AI-accelerated, human-validated detection, investigation, and response across IT and OT. This means we cut through the noise, investigate real threats, and take trusted, SLA-backed action—all powered by the brightest minds and the latest AI. Since 2012, we've been helping organizations outpace evolving attacks with faster response, fewer escalations, and measurable risk reduction. 

Innovation isn't just a buzzword here; it's our DNA. We pioneered the first MOBILESOC app for on-the-go detection and response, infused AI into automated alert resolution to eliminate noise, and slashed investigation time by an astounding 99.3%. We're transforming how security teams work, and you could be a part of it. From AI-assisted triage to analyst copilots that elevate human expertise, we combine machine intelligence with human judgment to deliver outcomes our customer’s trust. 

If you're looking for a high-trust, high-impact team where your ideas are amplified by AI and valued by colleagues and customers alike, Critical Start is the place for you. Come build the future of cybersecurity with us. 

Want to hear from our team? Watch these videos to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look. 

We are seeking a results-oriented Sr. Renewal Specialist to join our Customer Success team. In this role, you will focus on supporting high customer retention by managing contract renewals, identifying opportunities for account growth, and nurturing strong relationships with existing clients. You will act as a trusted partner to customers and contribute to revenue goals through effective and collaborative renewal discussions.

Customer Relationship Management

• Manage a portfolio of customer accounts throughout the renewal lifecycle, ensuring timely contract renewals and minimizing customer churn.
• Build and maintain strong working relationships with key stakeholders at customer organizations, such as IT leaders, security professionals, and procurement teams.
• Conduct regular check-ins to assess satisfaction and proactively address any concerns.
• Serve as the primary point of contact for renewal-related discussions and contract inquiries.
  

Renewal Management

• Monitor and manage renewal timelines for assigned accounts, maintaining accurate forecasts and pipeline visibility.
• Analyze customer engagement and usage data to identify accounts at risk and develop strategies to support retention.
• Partner with account and customer success managers to ensure seamless handoffs and a consistent, high-quality customer experience.
• Lead renewal negotiations, including contract terms, pricing, and service levels, while aligning with profitability goals.

Revenue Growth

• Identify opportunities for account growth through upselling and cross-selling within the existing customer base.
• Recommend additional cybersecurity solutions aligned with customer needs and overall security posture.
• Collaborate closely with sales teams to coordinate expansion initiatives and introduce new products.
• Own a defined book of business; accounts assigned constitute the Renewal Specialist’s sales territory.
• Meet or exceed quarterly and annual targets for renewal rates and revenue contribution.

Process Improvement

• Maintain accurate and up-to-date records of customer interactions, renewal statuses, and outcomes in CRM systems.
• Help improve renewal workflows and customer experience by identifying process enhancements.
• Share insights from customer interactions and industry trends with product and marketing teams to support go-to-market efforts.
• Contribute to the development of renewal playbooks, templates, and best practices for scale and consistency.

Required Qualifications

• 3+ years of experience in customer success, account management, or sales roles, within the cybersecurity or technology industry
• Hands-on experience managing contract negotiations and renewal processes
• Foundational understanding of cybersecurity concepts and industry dynamics
• Strong communication and presentation skills, with the ability to effectively engage both technical and non-technical stakeholders
• Proficiency in CRM platforms such as Salesforce, and familiarity with customer success or sales enablement tools
• Data-driven mindset with the ability to interpret metrics and apply insights to inform actions
• Demonstrated success in achieving or exceeding customer retention and revenue-related goals

Preferred Qualifications

• Familiarity with enterprise software sales cycles and procurement processes
• Experience working with customer health scoring systems and churn prediction models
• Knowledge of key cybersecurity compliance frameworks (e.g., SOC 2, ISO 27001, NIST)
• Relevant certifications in customer success, sales, or account management (e.g., SuccessHACKER, CSA, or similar)

Skills and Competencies

• Customer-centric approach with strong relationship-building and interpersonal skills
• Effective negotiator with the ability to handle conflict constructively and professionally
• Self-starter who thrives in a collaborative, cross-functional environment
• Strong organizational and time management skills with a keen eye for detail
• Comfortable navigating change and ambiguity in a dynamic, fast-paced industry
• Strategic thinker with a proactive mindset and ability to identify opportunities for growth and value delivery

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.  

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.  

Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?  

What does our Compensation and Benefits package entail?  

• Competitive salary with bonus potential  

• Comprehensive health benefits with generous employer contributions for medical, dental, and vision 

• Additional Ancillary Benefits offered at 100% employee contribution 

• Unlimited PTO (Paid Time Off) policy 

• Paid Parental and Military Leave  

• Dental and Vision Plan  

• Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage  

• Additional Voluntary Life Insurance coverage  

• 401(k) Plan with Matching Program  

• Mines Employee Assistance Program 

• Monthly Wellness Initiatives  

• Optional Pet Benefits Discount Plan   

We prioritize your privacy and security. Please note that Critical Start will never request financial information or sensitive personal data during the interview process. If you encounter any suspicious requests, do not respond and contact us directly at recruiting@criticalstart.com. Thank you for helping us maintain a safe and trustworthy hiring experience. 

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.  

Mental and Physical Requirements  

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.  

Physical:   

• Stationary position for extended periods of time.  

• Constantly operate a computer.   

• Occasionally you may be required to move equipment or other items up to 20 lbs.  

• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.  

Mental:   

• Must be able to apply established protocols in a timely manner.  

• Make timely decisions in the context of workflow.  

• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.  

• Ability to work effectively and efficiently in high stress situations.  

• Ability to simultaneously address multiple complex problems.  

For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only). 

Compensation:  

The total compensation range (base) being offered for this role is [$56,000 - $85,000 USD]. 

Additional Compensation:  

This role is eligible for the following: performance-based variable compensation

Employment Benefits:  

Comprehensive health benefits with generous employer contributions for medical, dental, and vision, unlimited PTO (Paid Time Off) policy, paid Parental and Military Leave, dental and vision plan, Employer-provided Life Insurance (up to $100K coverage), Long-Term Disability, and Short-Term Disability coverage, 401(k) Plan with Matching Program, 24/7/365 availability of Employee Assistance Program. 

Application Deadline: 

The application deadline for this position is May 31, 2026. 

How to Apply:  

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/ 

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