About Penbrothers
Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
Our client is a global SaaS organization that delivers innovative, people-focused solutions designed to simplify expense, invoice, and travel management. With a fast-growing footprint and a mission to make work more human, they empower finance teams and employees through intuitive, policy-compliant software trusted by thousands of businesses worldwide.
About the Role
We are seeking a Renewal Specialist to manage the end-to-end client renewal process, ensuring timely contract renewals, smooth negotiations, and a positive client experience. This role plays a critical part in supporting customer retention by owning all renewal-related requests, engaging directly with clients, and collaborating closely with internal stakeholders such as Customer Success, Sales, and Finance.
The ideal candidate is highly organized, confident in managing client conversations, and capable of navigating pricing or contract discussions with professionalism and clarity. This position requires strong communication skills, a solutions-oriented mindset, and the ability to manage high volumes of client interactions in a fast-paced environment.
What you’ll do
Own and manage all incoming renewal-related tickets, ensuring timely and accurate resolution.
Engage directly with clients to clarify renewal terms, address concerns, and lead negotiation efforts where necessary.
Proactively manage auto-renewal cases, stepping in when clients seek to revise terms or pricing.
Maintain accurate records of renewal activity using tools such as Salesforce, Zendesk, and Gainsight.
Collaborate closely with Customer Success Managers, Sales, and Finance to ensure alignment across pricing strategies, contract terms, and client expectations.
Identify and escalate any potential churn risks, working with cross-functional teams to support retention strategies.
Assist in optimizing internal renewal processes and contributing to the development of best practices.
Track and report on key performance metrics related to renewal outcomes and client engagement.
What You Bring
Bachelor’s degree required.
At least 3-4 years of experience in a client-facing role, ideally in renewals, account management, sales operations, or customer success within a SaaS or technology-driven environment.
Demonstrated negotiation experience, with the ability to handle pricing discussions and manage client objections effectively.
Strong interpersonal and communication skills, with a client-centric approach and the ability to build trust with stakeholders.
Proven ability to prioritize and manage multiple concurrent tasks with precision and attention to detail.
Proficiency in CRM and ticketing platforms such as Salesforce, Zendesk, and Gainsight preferred.
Strong analytical and problem-solving skills, with a focus on operational efficiency and client satisfaction.
Ability to work independently while contributing effectively to cross-functional team objectives.
Hiring Process
We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.
