Manager, Renewals

The Renewal Manager leads the Renewal Desk and owns renewal governance, forecast accuracy, and process discipline across Enterprise, Mid-Market, and Digital Success (DST) segments.

This leader ensures renewal predictability, contraction visibility, and scalable automation execution while partnering closely with Sales and Customer Success leadership.

This role carries operational authority over renewal forecast accuracy and renewal process compliance.

Responsibilities

Renewal Governance & Forecast Ownership

• Own aggregate renewal forecast accuracy (target ±3-5%)

• Lead weekly renewal forecast calls

• Audit CPQ Renewal Opportunities for hygiene and completeness

• Ensure 120-day trigger compliance

• Escalate forecast risks to VP, Customer Success and Sales Leadership

Contraction & Revenue Risk Oversight

• Ensure all negative ARR renewals have:

• Customer Success Manager (CSM) acknowledgment

• Documented rationale

• Leadership visibility if above threshold

• Monitor contraction trends by segment

• Identify systemic churn drivers

DST Automation Leadership

• Own scaled renewal automation strategy

• Optimize renewal workflow triggers

• Monitor automation success rates

• Reduce manual intervention dependency

Cross-Functional Alignment

• Partner with:

• VP Customer Success

• Sales Leadership

• Revenue Operations

• Finance

• Ensure pricing and concession discipline

• Improve renewal cycle time

• Identify growth opportunities for Sales

Performance Management

• Manage Renewal Specialists

• Set KPIs and provide coaching and feedback that drives expected outcomes in the following areas:

• On-time renewal %

• Forecast accuracy

• Gross Revenue Retention (GRR) contribution

• Reduction in surprise churn

• Coach Specialists on negotiation process discipline

• Drive accountability and continuous process improvement

Success Metrics

• Renewal Forecast Accuracy ±3-5%

• GRR target achievement

• On-Time Renewal Rate >95%

• Reduction in Last-Minute Concessions

• DST Automation Completion Rate

• Renewal Cycle Time Reduction

AI Fluency

• Build and scale repeatable AI workflows and automations across your team using approved tools. Coach team members to choose the right tool, refine their prompts, and review outputs for quality. Share successful practices, demonstrate measurable gains, and hold the team accountable for using AI in their work and meeting quality standards.

Qualifications

• 6-10+ years of revenue lifecycle experience with commercial responsibility in SaaS, technology or other recurring revenue businesses.

• Proven track record of meeting or exceeding renewal and retention targets (e.g. Gross Revenue Retention or Net Revenue Retention).

• Strong and proven CPQ and analytical skills with experience in renewal forecasting ownership and reporting to leadership.

• Experience and track record of building and managing scalable renewal processes, playbooks, and revenue-impacting workflows.

• Strong understanding of SaaS metrics such as ARR (Annual Recurring Revenue), GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and churn and expansion revenue.

• Understanding of the customer lifecycle (onboarding → adoption → renewal → expansion).

• Demonstrated professional proficiency in both verbal and written English to effectively communicate with global customers, internal teams, and stakeholders across various channels (email, chat, video, phone).

• Excellent negotiation and cross-functional executive communication skills.

• Experience leading and mentoring a team responsible for renewals or account retention with ability to coach teams on negotiation, renewal strategy, and pipeline management.

• Ability to analyze customer usage data and identify churn risks.

• Eagerness to use AI in your daily work and to bring your team along, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs. A track record of building AI skills in others and making AI part of how a team gets work done.

• Experience with automation or AI-enabled tools to optimize processes.

• Ability to work a hybrid schedule with two-three days per week onsite in one of our U.S. offices.

Strategic Impact of the Role

The Renewal Manager:

• Institutionalizes renewal rigor

• Eliminates forecast volatility

• Creates executive-level renewal predictability

• Enables CSM scale by removing administrative burden

• Protects revenue integrity through governance oversight

R365 Team Member Benefits & Compensation

• This position has a salary range of $96,400- $120,500.
• The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

This role is based in the United States and follows a hybrid schedule (3 days per week in the office). As the position supports U.S. operations, this role will lead a team located in our Mexico City office.