Role Overview

Loxo is hiring an Account Operations & Renewals Coordinator to own the day-to-day execution of our higher-volume renewal pipeline. This is a detail-first, process-driven role at the intersection of customer communication, contract administration, and revenue operations.

You will be the first point of contact for smaller accounts after their renewal notice goes out — handling questions, objections, and change requests via email and customer messaging systems using established playbooks and templates. You'll work closely with our Head of Renewals, Customer Success, and Account Management teams to ensure every contract closes cleanly and customers have a positive experience.

This role is not about inventing a process — it's about executing it with precision, empathy, and accuracy.

Why Loxo

Loxo is the #1 Talent Intelligence Platform and global leader in Recruitment Software.  

• We are technologists
• We are innovators
• We are changing hiring
• We are helping people have a brighter future

What You'll Own

Renewal Execution (Small Accounts — Post-Notice)

• Serve as primary point of contact for smaller accounts after their renewal notice is sent.
• Handle inbound renewal inquiries, objections, and change requests via email and Intercom.
• Execute save playbooks for cancellation requests; escalate complex or high-risk cases to the Head of Renewals.
• Ensure 100% on-time renewal execution and accurate data entry for all assigned accounts.

Operational & Administrative Support

• Contract Administration: Update and maintain accurate contract data in the CRM, ensuring all renewal dates, seat counts, bill plan updates, and credit allotments are current.
• Document Management: Draft and send renewal amendments and Order Forms for signature via Pandadoc following the Head of Renewals instruction. Tracking until completion.
• Manage the operational side of non-renewals: technical account closures and offboarding documentation.
• Ensure 100% data integrity between all systems — no gaps, no mismatches.

Cross-Functional Coordination

• Monitor and help triage the the internal renewals alerts channel for small account renewal activity.
• Collaborate with CS and Account Management to hand off expansion opportunities, escalations, and enablement cases.

What Success Looks Like in Your First 90 Days

• You own small account renewal inquiries end-to-end with minimal escalations to management and leadership.
• Every executed renewal is updated accurately in all systems within 48 hours.
• You know our pricing plans, credit model, MSA guardrails, and standard objection responses well enough to handle 80%+ of assigned conversations without asking for help.
• Zero contracts fall through the cracks or miss renewal dates on your watch.

Who You Are

• 1–3 years of experience in a SaaS environment — Customer Success, Sales Ops, Revenue Ops, or an admin-adjacent role.
• Exceptional written communication skills — you write clearly, empathetically, and professionally.
• Detail-obsessed — you find the one typo in a 10-page contract and it bothers you until it's fixed.
• Comfortable navigating and learning CRM and billing systems (Salesforce, ChurnZero, PandaDoc, Intercom or similar customer messaging systems experience a plus).
• You thrive working from playbooks and SOPs, not improvising.
• Familiar with subscription-based business models and contract lifecycle management.
• Calm under volume — you can manage 100+ active accounts without losing precision.

Benefits

• 100% remote
• Flexible working environment and unlimited PTO
• Progressive culture
• Healthcare – best in class healthcare, dental, vision benefits offered
• 401(k)