Renewals Account Manager - RAM

JOB TITLE: RENEWALS ACCOUNT MANAGER (RAM) Location: North America - Remote Renewal Account Manager Role - We are seeking a results-driven and customer-focused Retention Representative to join our growing team. In this role, you will be responsible for retaining customers, preventing revenue churn, and ensuring continued satisfaction with our products and services. Your primary goal will be to maximize customer retention rates by building strong relationships, addressing concerns, and providing tailored solutions that meet client needs. Key Responsibilities: Primary goal is to maximize customer retention rates. Proactively manage customer renewals, with a focus on reducing churn and increasing retention across assigned accounts. Respond to inbound cancellation requests and identify the root cause to propose suitable retention strategies. Conduct outbound communications (calls/emails/texts) to engage at-risk customers, resolve issues, and reinforce the value proposition of our solutions. Collaborate closely with Account Managers and Support to escalate and resolve complex concerns impacting customer retention. Identify cross-sell and upsell opportunities that support retention efforts and refer them to the appropriate teams. Conduct mid-year reach outs to your assigned customer to ensure customer satisfaction, identify any at risk accounts early to gain resolutions to minimise any impact on future renewals. Maintain accurate customer records, renewal data, and retention metrics in CRM systems. Provide feedback to internal teams on recurring customer issues and areas for service or product improvement. Contribute to retention campaigns and participate in testing new outreach strategies and messaging. Ensure all customer communication is responded to & notated on applicable accounts. Achieve or exceed monthly retention targets and KPIs. Key Deliverables & KPI’s Deliver 100% of retention targets allocated to you on a monthly/quarterly/annual basis. Achieve 100% penetration rate of renewal groups / call out lists, completion of renewal cases and inbound call answer rate. Deliver accuracy when processing orders and amendments to subscriptions. Ensure renewal opportunities are updated to support accurate forecasts for the business. Be proactive and responsible in enhancing your knowledge, skills and abilities through effective personal development. Participate in regular coaching sessions as a team and or individual. Skills & Qualifications: Proven experience in a retention, customer success, account management, or sales support role. Strong communication and interpersonal skills, with the ability to handle difficult conversations empathetically and effectively. Solution-oriented mindset with a focus on problem-solving and customer satisfaction. Ability to manage multiple priorities in a fast-paced environment. Experience working with CRM platforms Data-driven approach with basic proficiency in Excel/Google Sheets for tracking KPIs. Positive attitude, resilience, and a proactive work ethic. Preferred Qualifications: Experience in SaaS, subscriptions, or recurring revenue models. Familiarity with churn analytics or customer health scoring tools. Success Metrics: Customer Retention Rate (CRR) Churn Rate Growth Opportunity Generation & Conversion Rate