SupportNinja is seeking a strategic, technical, and results-driven Renewal Team Lead to build, guide, and inspire a customer retention team. Supporting global accounts in the IT and Security Operations sectors, this role drives customer retention through outstanding knowledge of SaaS products. This position combines pipeline management with strategic coaching to build a high-performance sales and retention culture.
Position Details
- Work Setup: Onsite at the Sanctum, SM North EDSA, Quezon City
- Type of Contract: Full-Time
- Schedule/Hours: Monday to Friday, 8 AM to 5 PM CT (Philippine Night Shift)
Job Summary
The Renewal Team Lead demonstrates the ability to work within a team to drive customer retention through their outstanding knowledge of SaaS products in the IT and Security Ops space (or equivalent experience). This role is responsible for leading a specialized unit of specialists, tracking the retention pipeline, and mitigating revenue risks for corporate accounts.
What does a day in the life of a Renewal Team Lead look like
- Specialized Team Leadership: Strategically lead and supervise a team of specialists to drive performance targets.
- Account Relationship Management: Develop strong relationships with accounts to understand continually evolving business needs.
- Cross-Functional Coordination: Coordinate with CSM and New Business teams to resolve customer concerns and issues.
- Pipeline & KPI Architecture: Develop processes and KPIs to effectively manage and track the retention pipeline.
- Revenue Risk Mitigation: Identify revenue risks and create steps for risk mitigation in collaboration with CSM and Sales Leaders.
- Executive Reporting: Provide qualitative assessment of renewals, attrition, and major performance drivers to Leadership.
- Database Integrity: Maintain customer database integrity and maintain complete/accurate records of sales activity in the support system.
- Culture Building: Bring a great attitude as we develop a new team and build a great sales and overall company culture.
What are the required qualifications of a Renewal Team Lead
- Account Management Background (Non-Negotiable): Must possess a solid, verifiable professional background in Account Management and customer retention processes.
- B2B & Enterprise Renewal Experience (Non-Negotiable): A proven mix of renewal and retention experience operating specifically within the B2B sector and at an Enterprise level.
- Specialized Leadership: At least 2–3 years of team leadership experience, specifically leading teams of Account Specialists or Renewal Specialists.
- Technical Aptitude: Technical aptitude to convey/articulate value-based propositions to a technical audience, including C-level executives.
- Strategic Agility: Self-starter, proactive, motivated, responsible with a passion for customer engagement, alongside the ability to work cross-functionally and lead projects.
Ninja Perks and Benefits
- Competitive Monthly Compensation
- 10% Onsite Allowance added directly to your monthly basic salary.
- Beautiful work facility with Free Meals provided daily for onsite positions.
- Full adherence to government-mandated benefits.
- Comprehensive Health Insurance (HMO) starting on Day 1.
- Life Insurance coverage.
- Retirement Savings Program with Company Matching.
- Paid Time Off (PTO) + dedicated Birthday Leave.
- Active Employee Referral Program.
- Opportunities for skills training and personal and professional development.
Discover A Better Way to Grow! Are you ready
Fast-track your application and dive straight into your next big leadership opportunity.
If your experience matches these core baselines, please click the link below to launch your instant AI interview!
Access your Instant Interview here:https://alpharun.com/i/M83PD72RH3KYPPnV4eNiM
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
