Renewal Specialist
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Job Summary
The Renewal Specialist operates inside the account, where AI-driven automation handles the majority of renewal outreach — email, text, and response tracking — and live agents are engaged only on the accounts that require human judgment. This role owns that human layer: negotiation, objection handling, and relationship management on the subset of the renewal book Atlas escalates. The Specialist works inside the Atlas Co-Pilot interface alongside automated intent and sentiment signals, not as a replacement for them, and is measured on renewal rate and retained revenue, not call volume.
Job Responsibilities
- Own renewal conversations escalated by Atlas — non-responders after automated sequences, negative sentiment signals, at-risk accounts, and customers seeking to negotiate outside the automated flow
- Work inside the Atlas Co-Pilot desktop, using account history, intent signals, and prior automated touchpoints to pick up the conversation with full context rather than starting cold
- Facilitate renewals at existing contract terms; elevate concessions, pricing adjustments, or contract modifications to the designated customer CSM rather than negotiating them independently
- Identify and surface upsell or expansion signals during renewal conversations, routing them to the appropriate internal owner
- Document every interaction accurately in the CRM and Atlas activity log, including outcome, sentiment, and any escalation triggered
- Meet or exceed KPIs tied to renewal rate and save rate, not average handle time or contacts-per-hour
- Participate in structured onboarding and ongoing coaching on SaaS renewal objection handling and the Atlas handoff model
- Flag patterns back to the program (recurring objections, timing issues, product gaps) so they can inform both agent coaching and Atlas automation tuning
- Maintain a positive, professional relationship with customers at every touchpoint, including save conversations
- Perform other duties as assigned
Minimum Qualifications
- Minimum of 3-5 years of experience in a renewal, customer success, or account management role — SaaS renewal experience required; general customer service background does not meet this bar
- Excellent verbal and written communication
- Demonstrated experience handling objection and save conversations, not just transactional renewal touchpoints
- Comfortable working inside an AI-assisted workflow — reading automated intent/sentiment data and picking up a conversation mid-lifecycle rather than initiating cold outreach
- Strong verbal and written communication skills, with the judgment to know when to hold firm on terms and when to hold back
- Familiarity with CRM and contract management tools
- Strong organizational skills and attention to detail
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