Senior Renewal Representative
The Opportunity
We are seeking a proactive and detail-oriented Senior Renewal Representative to own the customer renewal experience in a fast-moving SaaS environment. In this role, you’ll be responsible for managing the full renewal cycle across a portfolio of customers—ensuring timely renewals, identifying expansion opportunities, and minimizing churn.
As a key revenue contributor, you’ll work closely with Sales, Post Sales, and Product teams to deliver a seamless and value-driven renewal process that aligns with product usage and customer goals.
What You’ll Do
Manage a high volume of renewal opportunities across multiple customer segments for the APAC region.
Proactively engage customers to confirm intent to renew, answer questions, and communicate the value they’re receiving from the product.
Collaborate with Sales on more complex or strategic renewals.
Partner with cross-functional account teams and channel partners to assess customer health, identify risks, and implement proactive action plans that drive successful, on-time renewals.
Identify upsell or cross-sell opportunities at the point of renewal and route qualified leads to Sales when appropriate.
Use product usage data and customer health metrics to prioritize outreach and inform renewal strategies.
Prepare and send quotes, process purchase orders, and manage billing/contract logistics in coordination with RevOps and Finance.
Track all activity and forecast renewals accurately using CRM tools (e.g., Salesforce, Clari).
Contribute to ongoing improvements in playbooks, messaging, automation, and processes to scale renewal outcomes.
About You
4+ years of experience in renewals or customer success—ideally in a SaaS company.
Language skills: Malay, Cantonese, Mandarin
Willing to work APAC hours as needed for customer calls/meetings
Experience managing a book of business with high transaction volume.
Strong communication and negotiation skills, with a customer-first mindset.
Comfortable using tools like Salesforce, Stripe/Billing platforms, and similar platforms.
Highly organized with strong attention to detail and follow-through.
Preferred Qualifications:
Experience in a PLG model with freemium, usage-based, or self-serve customer motions.
Familiarity with tools like SalesForce or similar platforms.
Strong understanding of SaaS contracts, licensing, and billing structures.
Key Performance Metrics (KPIs):
Renewal Rate (Gross & Net)
Churn Rate
On-Time Renewal %
Renewal Pipeline Coverage & Forecast Accuracy