Team Leader – Retention and Renewal Account

Job Summary

We are seeking an experienced and results-driven Team Leader to lead a high-performing team focused on customer retention, and contract renewals/subscription. The ideal candidate has extensive experience managing retention teams, driving renewal performance, handling customer escalations, and coaching team members to achieve business goals. This role requires a seasoned leader with a strong background in B2B customer lifecycle management, renewal strategies, and performance management.

Key Responsibilities

Lead, coach, and develop a team of B2B Retention and Renewal Specialists to consistently achieve renewal, retention, and customer satisfaction targets.
Monitor team performance through KPIs, quality metrics, productivity, and customer experience, providing regular coaching and feedback.
Handle complex customer escalations related to renewals, retention, and at-risk accounts while ensuring timely resolution.
Oversee renewal conversations escalated by the platform, including non-responders after automated sequences, customers with negative sentiment, at-risk accounts, and those requesting negotiations outside the automated process.
Guide the team in utilizing the platform to leverage account history, customer intent signals, and previous automated interactions for informed customer engagements.
Ensure renewal conversations are conducted within existing contract terms and that pricing concessions, contract modifications, or commercial negotiations are escalated to the designated Customer Success Manager (CSM) or appropriate stakeholders.
Identify customer growth opportunities by recognizing upsell and expansion signals and coordinating with the relevant internal teams.
Maintain accurate documentation of customer interactions, renewal outcomes, customer sentiment, and escalations within CRM and Atlas activity logs.
Collaborate closely with Operations, Customer Success, Sales, and other cross-functional teams to improve renewal processes and customer retention strategies.
Analyze performance data and trends to identify opportunities for continuous process improvement and operational excellence.
Foster a culture of accountability, collaboration, and customer-centric service within the team.

Qualifications

Years of experience in B2B Sales, Customer Retention, Renewals, or Account Management.
At least 3–5 years of Team Leader or people management experience leading B2B retention or renewal and subscription teams.
Proven success in managing customer retention strategies, contract renewals, and customer escalations and retentions.
Strong coaching, leadership, and performance management skills.
Experience working with CRM platforms and customer engagement tools (Salesforce, Gainsight, Atlas, or similar platforms preferred).
Excellent communication, negotiation, and stakeholder management skills.
Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
Ability to thrive in a fast-paced, target-driven environment while managing multiple priorities.

Preferred Skills

Extensive experience in B2B retention and renewal/subscription operations.
Strong understanding of customer lifecycle management and account health.
Experience using AI-assisted customer engagement platforms such as Atlas Co-Pilot is an advantage.
Ability to identify revenue growth opportunities through customer expansion and upselling.
High level of ownership, accountability, and customer-first mindset.

Team Leader Retention and Renewal Account