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.