Renewals Team Leader

The Job in a Nutshell You will lead a team of Renewal Specialists on site and run the team's daily work. You will work closely with the Renewals Manager. You will be the main on-site point of contact for the team. You are responsible for making sure the team hits its retention, churn, and ARR targets. What Will You Do Team leadership and daily operations • Lead, coach, and support a team of Renewal Specialists on site every day. • Plan daily and weekly work: portfolio coverage, call plans, and follow-ups. • Run daily stand-ups and monthly 1:1s with team members. • Make sure the team follows renewal processes, playbooks, and quality standards. • Handle 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 give clear, regular feedback. • Spot low performance early and build improvement plans with the Manager. • Review call quality, CRM updates, and health-check completion (minimum 4 per customer per year). Escalations and risk • Act as the first escalation point for at-risk customers, complaints, and hard renewal cases. • Join or lead calls with high-risk or high-value customers when needed. • Work with other teams to remove blockers for the 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 churn reasons. • Keep the Manager updated on team status, issues, and wins through regular syncs. • Share customer feedback and churn insights with internal teams. Process and growth • Suggest and help roll out improvements to renewal processes and tools. • Help onboard and train new team members. • Help with hiring, including 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 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 working with internal teams). • Good with data: comfortable reading dashboards, tracking KPIs, and building simple reports. Who Will Excel • Hands-on experience with Salesforce (or a similar CRM) and Zendesk (or a similar ticketing tool). • Experience with customers in the Saudi or GCC market, especially F&B. • Experience running a team with a remote or part-time on-site manager. • Calm under pressure and able to handle difficult customer conversations.