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Foodics is a leading restaurant management ecosystem and payment tech provider founded in 2014, headquartered in Riyadh with offices across 5 countries (UAE, Egypt, Jordan, Kuwait) serving customers in 35+ countries. The company has processed over 6 billion orders and recently raised $170 million in the largest SaaS funding round in MENA.
In this role, you will lead a team of Renewal Specialists on-site in Madinah, serving as the primary point of contact for daily operations and working closely with the Renewals Manager. You are accountable for the team's retention, churn, and ARR targets.
Key responsibilities include:
**Team Leadership & Operations:** Lead, coach, and support Renewal Specialists daily. Plan daily and weekly work including portfolio coverage, call plans, and follow-ups. Run daily stand-ups and monthly 1:1s. Ensure the team follows renewal processes, playbooks, and quality standards. Manage team attendance, schedules, and coverage during leaves.
**Performance & Targets:** Own team targets for renewal rate, churn, and ARR retention. Track individual specialist performance and provide regular feedback. Identify low performance early and build improvement plans with the Manager. Review call quality, CRM updates, and health-check completion (minimum 4 per customer annually).
**Escalations & Risk Management:** Serve as the first escalation point for at-risk customers, complaints, and difficult renewals. Join or lead calls with high-risk or high-value customers as needed. Work cross-functionally to remove blockers. Make day-to-day decisions within agreed limits and escalate larger decisions to the Manager.
**Reporting & Communication:** Prepare weekly and monthly reports on team results, risks, and churn reasons. Keep the Manager updated through regular syncs. Share customer feedback and churn insights with internal teams.
**Process & Growth:** Suggest and help implement improvements to renewal processes and tools. Assist with onboarding and training new team members. Support hiring including interviews and assessments.
**Requirements:**
- 3–5 years of experience in Customer Success, Account Management, or Renewals
- At least 1 year of leading, coaching, or mentoring a team (formally or as a senior member)
- Experience with SaaS or subscription-based products
- Proven track record of meeting retention, churn, or ARR targets
- Strong communication skills: Arabic required; good English required for reporting and cross-functional work
- Comfortable reading dashboards, tracking KPIs, and building simple reports
**Nice-to-Have:**
- Hands-on experience with Salesforce or similar CRM and Zendesk or similar ticketing tools
- Experience with customers in Saudi or GCC market, especially F&B
- Experience running a team with a remote or part-time on-site manager
- Calm under pressure and able to handle difficult customer conversations
