Renewal Specialist - Co-Pilot

Renewal Specialist - Co-Pilot

Job Summary

The Renewal Specialist operates inside Co-Pilot model, 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 escalates. The Specialist works inside the 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 non-responders after automated sequences, negative sentiment signals, at-risk accounts, and customers seeking to negotiate outside the automated flow

● Work inside the 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; escalate 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 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 handoff model

● Flag patterns back to the program (recurring objections, timing issues, product gaps) so they can inform both agent coaching and 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

● Minimum CEFR B2 English-language proficiency (voice and written), verified through a passed language assessment prior to production placement

● 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 escalate

● Familiarity with CRM and contract management tools

● Strong organizational skills and attention to detail What Sets This Role Apart This is not a traditional contact-center seat. Roughly 75% of the renewal workload is handled client

automation before an agent ever engages - meaning agent time is concentrated entirely on the accounts that carry the most revenue risk and require the most skill. Compensation and staffing models are built around that reality: fewer, higher-caliber conversations rather than high-volume queue work.