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.
