Retention Specialist | Pioneer Batch

Private Advertiser; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Private Advertiser is seeking a Renewal Specialist to operate inside SaaS accounts, where AI-driven automation handles most renewal outreach and live agents intervene on complex cases. You’ll own the human layer: negotiation, objection handling, and relationship management for renewals escalated by Atlas.

Inside the Atlas Co-Pilot interface, you’ll use account history and signals to resume conversations with context, aiming to maximize renewal rate and retained revenue for existing contracts.

Qualifications

• 3–5 years in renewal, customer success, or account management in SaaS.
• Excellent verbal and written communication.
• Experience handling objections and save conversations.
• Comfort with AI-assisted workflow and reading intent/sentiment data.
• Familiarity with CRM and contract management tools.
• Strong organizational skills and attention to detail.

Responsibilities

• Own renewal conversations escalated by Atlas — non-responders after automated sequences, at-risk accounts, and customers negotiating outside the automated flow.
• Work inside the Atlas Co-Pilot desktop with account history, intent signals, and past touchpoints to resume conversations with full context.
• Facilitate renewals within existing contract terms; surface concessions or changes to the designated customer CSM.
• Identify and surface upsell or expansion signals during renewal conversations and route them appropriately.
• Document every interaction in the CRM and Atlas activity log with outcomes and sentiment.
• Meet or exceed KPIs for renewal rate and save rate.
• Participate in onboarding and coaching on SaaS renewal objection handling and Atlas handoff model.
• Flag patterns to inform agent coaching and Atlas automation tuning.
• Maintain a positive, professional relationship with customers at every touchpoint.

Skills

SaaS renewal experience

Verbal communication

Written communication

Objection handling

Relationship management

Negotiation

CRM familiarity

Tools

CRM tools

Contract management tools

Job description

About the role

The Renewal Specialist operates inside the account, 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 Atlas escalates. The Specialist works inside the Atlas 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.

Key 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; escape 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 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

About you

• 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
• Excellent verbal and written communication
• 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 judgment to know when to hold firm on terms and when to escape
• Familiarity with CRM and contract management tools
• Strong organizational skills and attention to detail