Contract Renewal Specialist/ Retention Specialist

Movate, Inc.; Taguig; On-site; PHP 420,000 - 700,000; Full time

Job summary

Movate, Inc. is seeking a Contract Renewal Specialist/Retention Specialist to manage renewal conversations and maintain high save and renewal rates. The role leverages Atlas and CRM tools to resume context-rich conversations and identify upsell opportunities.

Ideal candidates have 3–5 years in renewal or customer success for SaaS, strong English (CEFR B2) and excellent communication. The position requires on-site work in Taguig, with a focus on terms, concessions, and customer relationships.

Qualifications

• 3–5 years in renewal, customer success or account management, SaaS renewal exposure required
• CEFR B2 English (voice and written) verified via assessment
• Experience handling objections and save conversations, not just transactional renewals
• Able to work in AI-assisted workflows and interpret automated intent/sentiment data
• Strong verbal and written communication with judgment on terms and policy

Responsibilities

• Own renewal conversations escalated by Atlas for non-responders, negative sentiment, at-risk accounts
• Use Atlas Co-Pilot with account history to resume conversations with context
• Facilitate renewals at existing terms; escalate concessions or modifications to designated owner
• Identify upsell or expansion signals and route to internal owner
• Document interactions in CRM and Atlas logs with outcome and sentiment
• Meet or exceed renewal rate and save rate KPIs
• Participate in onboarding and coaching on SaaS renewal objection handling
• Flag patterns to inform coaching and Atlas automation
• Maintain positive relationships with customers at every touchpoint
• Perform other duties as assigned

Skills

Renewal experience

CEFR B2 English

CRM proficiency

Objection handling

Communication skills

Education

High School Graduate

Tools

Gainsight

CRM software

Job description

Contract Renewal Specialist/ Retention Specialist

Job title: Contract Renewal Specialist/ Retention Specialist
Work Location: McKinley, Taguig
Experience: 2-3 years
Education Qualification: High School Graduate

Roles and 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 Gainsight/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

Required Skills & Desired Skills:

• 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 judgement to know when to hold firm on terms and when to hold firm on ???
• Familiarity with CRM and contract management tools
• Strong organizational skills and attention to detail