About the Role
You will lead a team of Renewal Specialists on-site and manage the team's daily operations. Working closely with the Renewals Manager, you will be the primary point of contact for the team and ensure that targets for retention, churn, and ARR are met.
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What Will You Do
Team Leadership and Daily Operations
- Lead, coach, and support a team of Renewal Specialists daily.
- Plan daily and weekly work including portfolio coverage, call plans, and follow-ups.
- Run daily stand-ups and monthly one-on-ones with team members.
- Ensure the team adheres to renewal processes, playbooks, and quality standards.
- Manage team attendance, schedules, and coverage during leaves or absences.
Performance and Targets
- Own team targets for renewal rate, churn, and ARR retention.
- Track each specialist's performance and provide clear, regular feedback.
- Identify low performance early and collaborate with the Manager to build improvement plans.
- Review call quality, CRM updates, and ensure health-check completion (minimum 4 per customer per year).
Escalations and Risk
- Act as the first escalation point for at-risk customers, complaints, and complex renewal cases.
- Join or lead calls with high-risk or high-value customers when necessary.
- Collaborate with other teams to remove blockers for your team.
- Make day-to-day decisions within agreed limits and escalate larger decisions to the Manager.
Reporting and Communication
- Prepare weekly and monthly reports on team results, risks, and reasons for churn.
- Keep the Manager updated on team status, issues, and successes through regular updates.
- Share customer feedback and churn insights with internal teams.
Process and Growth
- Suggest and assist in rolling out improvements to renewal processes and tools.
- Help onboard and train new team members.
- Assist with hiring, including conducting interviews and assessments.
What Are We Looking For
- 3–5 years of experience in Customer Success, Account Management, or Renewals.
- At least 1 year of experience leading, coaching, or mentoring a team, either formally or as a senior member.
- Experience with SaaS or subscription-based products.
- Proven track record of meeting retention, churn, or ARR targets.
- Strong communication skills (Arabic required; good English required for reporting and collaboration with internal teams).
- Comfortable with data: proficient in reading dashboards, tracking KPIs, and building simple reports.
Who Will Excel
- Hands-on experience with Salesforce (or similar CRM) and Zendesk (or similar ticketing tool).
- Experience with customers in the Saudi or GCC market, particularly in F&B.
- Proven experience managing a team with a remote or part-time on-site manager.
- Ability to remain calm under pressure and handle challenging customer conversations.
What We Offer You
- An inclusive and diverse culture that encourages innovation and flexibility.
- Highly competitive compensation packages, including bonuses and potential shares.
- A focus on personal development with regular training and an annual learning stipend to tackle new challenges and advance your career in a hyper-growth environment.
- The opportunity to join a talented team of over 30 nationalities working across 14 countries and gain valuable experience in an exciting industry.
- Autonomy, mentoring, and challenging goals that create incredible opportunities for you and the company.
