The Renewal Success Specialist is responsible for managing the complete lease renewal lifecycle, driving resident retention, and delivering an exceptional resident experience throughout the renewal process. Working in a centralized environment, this role partners with onsite teams, residents, and regional leadership to proactively communicate renewal options, facilitate lease execution, and maximize occupancy through effective retention strategies.

This position requires excellent communication skills, strong attention to detail, and the ability to manage a high volume of resident interactions while maintaining accuracy and meeting established timelines.

Key Responsibilities

Lease Renewal Management

• Manage the end-to-end lease renewal process, initiating resident outreach approximately 100 days before lease expiration and following the established renewal cadence.
• Generate, post, and manage renewal offers within Yardi, ensuring pricing accuracy and proper communication.
• Present and explain renewal offers, lease terms, pricing changes, month-to-month options, and related policies to residents.
• Monitor unsigned leases and execute follow-up communications according to the established signature cadence (Day 7, Day 14, and Day 21 reminders).
• Ensure all renewal tasks and workflows are completed within company service standards and timelines.

Resident Retention & Customer Experience

• Conduct high-volume outbound calls, emails, and follow-ups to encourage timely renewal decisions.
• Serve as the primary point of contact for residents regarding lease renewal questions and concerns.
• Identify residents at risk of moving out and implement retention strategies to improve renewal conversion.
• Promote available renewal incentives and retention programs.
• Address resident concerns professionally, escalating complex situations when appropriate to ensure resolution.

Operational Excellence

• Process and manage Notices to Vacate (NTV) within Yardi, including executing "Save the Notice" retention efforts.
• Maintain accurate documentation of all resident communications, renewal activities, and status updates within Yardi.
• Monitor the renewal pipeline to ensure pending actions are completed and no deadlines are missed.
• Prepare reports, resident correspondence, and internal documentation related to renewal performance.
• Maintain a strong understanding of company policies, lease agreements, and operational procedures.

Cross-Functional Collaboration

• Partner with Community Managers, Revenue Management, and onsite teams to align pricing strategies, concessions, and resident communications.
• Support continuous process improvements that enhance resident satisfaction and operational efficiency.

Qualifications

Education

• High School Diploma or GED required.

Experience

• Minimum of 1 year of office or administrative experience required.
• Experience in multifamily property management, hospitality, retail, customer service, or other resident/customer-facing industries preferred.
• Experience using Yardi or similar property management software is a plus.
• Proficiency with Microsoft Office Suite, including Word, Excel, Outlook, and Microsoft Teams.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service mindset with the ability to build positive resident relationships.
• Persuasive communication and negotiation skills to drive lease renewals and improve retention.
• Ability to manage high-volume outbound calls and follow-up communications while maintaining quality standards.
• Strong organizational and time management skills with the ability to prioritize multiple tasks and deadlines.
• High attention to detail and accuracy when updating systems and processing documentation.
• Problem-solving skills with the ability to handle resident concerns professionally.
• Comfortable working in a fast-paced, metrics-driven environment.
• Ability to collaborate effectively across multiple departments.
• Strong computer skills and the ability to quickly learn new software platforms.

Success Measures

A successful Renewal Success Specialist consistently:

• Achieves lease renewal and resident retention goals.
• Completes renewal workflows accurately and on time.
• Maintains high resident satisfaction through responsive communication.
• Ensures complete and accurate documentation within Yardi.
• Effectively partners with onsite teams to maximize occupancy and minimize resident turnover.