Renewal Team Lead

Location: On-site in Madinah, Al Madinah Province, Saudi Arabia

Company

hirify.global is a restaurant management ecosystem and payment technology provider offering SaaS products across the MENA region.

What you will do

• Lead, coach, and support a team of Renewal Specialists through daily stand-ups, planning, follow-ups, and performance reviews.
• Own renewal rate, churn, and ARR retention targets while monitoring KPIs, call quality, CRM updates, and customer health checks.
• Act as the first escalation point for at-risk customers, complaints, and complex renewal cases.
• Prepare weekly and monthly reports covering team results, risks, churn reasons, and customer feedback.
• Improve renewal processes and tools, onboard and train new team members, and support hiring through interviews and assessments.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or Renewals.
• At least 1 year of experience leading, coaching, or mentoring a team.
• Experience with SaaS or subscription-based products and a record of meeting retention, churn, or ARR targets.
• Arabic is required; good English is required for reporting and collaboration with internal teams.
• Comfort with dashboards, KPI tracking, simple reports, and customer-facing communication.

Nice to have

• Experience with Salesforce or a similar CRM and Zendesk or a similar ticketing tool.
• Experience with customers in the Saudi or GCC market, especially in food and beverage.
• Experience managing a team with a remote or part-time on-site manager.
• Ability to remain calm during difficult customer conversations.

Culture & Benefits

• Inclusive and diverse culture focused on innovation and flexibility.
• Competitive compensation package with bonuses and potential shares.
• Regular training and an annual learning stipend.
• Autonomy, mentoring, and challenging goals in a hyper-growth environment.
• Opportunity to work with colleagues from more than 30 nationalities across 14 countries.