XTN-8A14984 | MANAGER, RENEWAL SPECIALIST

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.

Additional relevant knowledge or experience related to the above requirements will be considered an advantage.