About the Role
The Renewal Specialist is responsible for managing a portfolio of customers, ensuring successful renewals, proactive issue resolution, and ongoing value realization. The role goes beyond renewals to act as a trusted customer success partner, with direct ownership of churn prevention and ARR retention.
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What Will You Do
- Own customer renewals for an assigned portfolio and ensure timely and successful renewal closure.
- Proactively manage customer relationships and act as the primary point of contact.
- Conduct a minimum of 4 structured health-check calls per customer per year.
- Identify risks, dissatisfaction signals, and expansion opportunities early.
- Resolve customer issues by coordinating with internal teams (Support, Product, Finance, etc.).
- Track and follow up on open issues until full resolution.
- Maintain accurate customer data, renewal status, and risk indicators in CRM systems.
- Take accountability for churn reduction and ARR retention within the assigned portfolio.
What Are We Looking For
- 1–3 years of experience in Customer Success, Account Management, Renewals, or Support.
- Experience working with SaaS or subscription-based products is a strong plus.
- Strong communication skills (Arabic required; English is a plus).
- Customer-centric mindset with problem-solving skills.
- Comfortable working with targets related to retention, churn, and ARR.
Who Will Excel
- Experience using CRM tools (e.g., Salesforce or similar).
- Familiarity with ticketing/support tools (e.g., Zendesk or similar).
- Experience supporting customers in the Saudi or GCC market.
What We Offer You
- We have an inclusive and diverse culture that encourages innovation and flexibility.
- We offer highly competitive compensation packages, including bonuses and the potential for shares.
- We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
- Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
- We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
