Remote Renewal & Retention Specialist (SaaS)

LevelUp; Manila; Remote; PHP 279,000 - 335,000; Full time

Benefits offered by this job

HMO coverage

13th-month pay

Equipment provided

Fully remote position

Job summary

LevelUp is seeking a Customer Success Specialist to oversee renewal processes, contract administration, and retention for high-volume North America-focused accounts. This fully remote role requires adherence to North America Central Time hours, strong data integrity, and collaboration with CS managers to drive net revenue retention.

You'll own end-to-end renewals, process amendments, handle billing inquiries, and contribute to initiatives that improve retention and efficiency.

Qualifications

• 1-2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
• Exceptional written and verbal communication skills; ability to manage high-volume email and chat correspondence with a professional executive presence.
• Experience in retention and escalations; comfortable holding live customer calls.
• Absolute adherence to scheduled hours (North America Central Time).

Responsibilities

• Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).
• Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.
• Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified and addressed.
• Special Projects & Initiatives: Contribute to projects and customer-facing initiatives to support retention, efficiency, and evolving priorities.
• Live Customer Engagement: Facilitate customer calls and virtual meetings to support commercial execution and renewal lifecycle.
• CSM Partnership: Work daily with a team of CSMs to provide a unified experience.
• Escalation Support: Act as the first line of defense for commercial escalations, coordinating with Finance and Legal.
• Data Integrity: Maintain CRM hygiene with up-to-date renewal dates and notes for accurate forecasting.
• Process Improvement: Identify bottlenecks and propose automation or workflow changes to improve efficiency.
• KPI Performance: Drive execution against KPIs like NRR and On-Time Renewal Rate.

Skills

Retention & escalations

High-volume comms

Executive presence

Tools

Salesforce

Gainsight

Google Suite

Job description

LevelUp is seeking a Customer Success Specialist to oversee renewal processes, contract administration, and retention for high-volume North America-focused accounts. This fully remote role requires adherence to North America Central Time hours, strong data integrity, and collaboration with CS managers to drive net revenue retention.

You'll own end-to-end renewals, process amendments, handle billing inquiries, and contribute to initiatives that improve retention and efficiency.