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.
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.
Desired Candidate Profile
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.
- 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.