Hybrid Renewals & Retention Specialist

Sage; Johannesburg; Hybrid; ZAR 400,000 - 520,000; Full time

Job summary

Sage in Johannesburg is seeking a Renewals Advisor to protect recurring revenue, strengthen customer relationships, and drive retention. You will own the renewal journey, collaborate across teams, and ensure renewals are managed efficiently to maximise retention KPIs in a hybrid work model (3 days in our Johannesburg office).

You’ll engage customers via phone and email, capture interactions in systems, and push subscriptions while identifying renewal opportunities.

Qualifications

• 3+ years' experience in customer retention, account management, renewals, or customer success.
• Ability to build and manage strong relationships with internal and external stakeholders.
• Ownership, urgency, and accountability toward revenue and retention targets.
• Excellent verbal and written communication skills for diverse customer conversations.
• Calm, solutions-focused under pressure in a fast-paced, target-driven environment.
• Strong analytical skills to interpret customer data and identify trends.
• Proficiency with CRM and contract management systems.

Responsibilities

• Build and maintain strong relationships with customers via phone and email.
• Capture customer interactions accurately in the systems.
• Own customer incidents, queries, and escalations within KPIs.
• Process payments and invoices daily.
• Drive retention to meet/exceed targets, securing 80% before due date.
• Categorise cancellations and update as per guidelines.
• Support annual channel renewal and retention targets.
• Inform customers about product updates and developments.
• Identify opportunities and share qualified leads with teams.
• Assist in transitioning customers to subscription-based solutions.
• Collaborate with internal teams to remove blockers and ensure a seamless renewal.

Skills

Customer retention

Account management

Renewals

Customer success

CRM proficiency

Communication skills

Analytical skills

Tools

CRM systems

Job description

Sage in Johannesburg is seeking a Renewals Advisor to protect recurring revenue, strengthen customer relationships, and drive retention. You will own the renewal journey, collaborate across teams, and ensure renewals are managed efficiently to maximise retention KPIs in a hybrid work model (3 days in our Johannesburg office).

You’ll engage customers via phone and email, capture interactions in systems, and push subscriptions while identifying renewal opportunities.