Renewals Team Leader

About Foodics

Foodics, established in 2014, is a prominent restaurant management ecosystem and payment technology provider. Headquartered in Riyadh, the company operates with offices across five countries. This full-time role is for a Renewals Team Leader.

Role Overview

The Renewals Team Leader will be responsible for leading and managing a team of Renewal Specialists on-site. This position serves as the primary on-site contact for the team, working in close collaboration with the Renewals Manager. The core objective is to ensure the team consistently achieves its retention, churn, and Annual Recurring Revenue (ARR) targets.

Key Responsibilities

• Lead, coach, and support a team of Renewal Specialists on a daily basis.
• Plan daily and weekly activities, including portfolio coverage, call plans, and follow-ups.
• Conduct daily stand-ups and monthly 1:1 meetings with team members.
• Ensure adherence to renewal processes, playbooks, and quality standards.
• Manage team attendance, schedules, and coverage during absences.
• Own team targets for renewal rate, churn, and ARR retention.
• Track individual specialist performance and provide regular feedback.
• Identify low performance early and develop improvement plans with the Manager.
• Review call quality, CRM updates, and health-check completion (minimum four per customer annually).
• Act as the first escalation point for at-risk customers, complaints, and complex renewal cases.
• Join or lead calls with high-risk or high-value customers when necessary.
• Collaborate with other teams to remove obstacles for the renewals team.
• Make day-to-day decisions within agreed limits and escalate larger decisions to the Manager.
• Prepare weekly and monthly reports on team results, risks, and churn reasons.
• Keep the Manager updated on team status, issues, and successes through regular syncs.
• Share customer feedback and churn insights with internal teams.
• Suggest and assist in implementing improvements to renewal processes and tools.
• Support the onboarding and training of new team members.
• Assist with hiring processes, including interviews and assessments.

Qualifications and Experience

• 3–5 years of experience in Customer Success, Account Management, or Renewals.
• At least 1 year of experience leading, coaching, or mentoring a team, either formally or as a senior member.
• Experience with SaaS or subscription-based products.
• Proven track record of meeting retention, churn, or ARR targets.

Required Skills

• Strong communication skills in Arabic are required.
• Good English communication skills are required for reporting and internal team collaboration.
• Proficiency with data, including comfort in reading dashboards, tracking KPIs, and building simple reports.

Work Type

This is a full-time position.