We are seeking a Manager of Renewal Specialists to lead our Philippines-based renewal team responsible for driving customer retention across our commercial customer base. This leader will oversee day-to-day execution of the renewal business, ensuring customers renew on time while delivering a seamless customer experience and achieving Gross Revenue Retention (GRR) targets. The ideal candidate is an experienced people leader with a passion for operational excellence, coaching, forecasting, and process improvement. They thrive in a high-growth SaaS environment and are motivated by driving measurable business outcomes.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
Team Leadership
- Lead, coach, and develop a team of Renewal Specialists.
- Establish a high-performance, customer-first culture centered on accountability and execution.
- Conduct regular 1:1s, pipeline reviews, call coaching, and performance evaluations.
- Hire, onboard, and train new Renewal Specialists as the team scales.
Renewal Management
- Own day-to-day renewal execution across assigned customer segments.
- Ensure timely, accurate renewal outreach and contract execution.
- Drive Gross Revenue Retention (GRR) through proactive renewal management.
- Partner with Customer Success to mitigate renewal risk and execute retention strategies.
- Escalate high-risk renewals and coordinate executive engagement when appropriate.
Forecasting & Operations
- Own renewal forecasting accuracy and reporting.
- Monitor pipeline health and renewal coverage.
- Ensure CRM hygiene and data accuracy.
- Develop playbooks and standard operating procedures to improve team efficiency and retention.
Cross-Functional Partnership
- Partner with Customer Success, Sales, Finance, Legal, Deal Desk, and
- Support to remove obstacles impacting renewals.
- Ensure clear ownership and seamless customer handoffs.
- Support pricing, contracting, and commercial approvals within company guidelines.
Qualifications
- 2+ years of experience in SaaS Customer Success, Renewals, Account Management, or Sales.
- 2+ years leading customer-facing teams.
- Experience managing high-volume renewal pipelines.
- Strong forecasting and pipeline management skills.
- Excellent coaching and people development experience.
- Experience with Salesforce (required); experience with Gainsight, Planhat,
- Catalyst, or similar CSPs is a plus.
- Strong analytical and operational mindset.
- Excellent written and verbal English communication skills.
Success Metrics
- Gross Revenue Retention (GRR)
- Renewal Rate
- Forecast Accuracy
- On-Time Renewal Rate
- Churn Reduction
- CRM Hygiene & Forecast Quality
- Team Productivity
- Employee Engagement & Retention
- Customer Satisfaction during the renewal process
Additional relevant knowledge or experience related to the above requirements will be considered an advantage.