Manager, Renewals

Restaurant365•Austin, TX

23h•Hybrid

About The Position

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. The role has operational authority over renewal forecast accuracy and renewal process compliance, and partners closely with Sales and Customer Success leadership to improve renewal predictability, contraction visibility, and scalable automation execution. The Renewal Manager leads and coaches Renewal Specialists, establishes performance expectations, and drives accountability and continuous process improvement. The role also leads DST renewal automation and helps the team build repeatable AI workflows using approved tools, with a focus on quality, measurable gains, and effective use of AI. The role is based in the United States with a hybrid schedule of three days per week in the office. It leads a team located in Restaurant365’s Mexico City office.

Requirements

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, such as Gross Revenue Retention or Net Revenue Retention.
Strong CPQ and analytical skills, including experience owning renewal forecasting and reporting to leadership.
Experience building and managing scalable renewal processes, playbooks, and revenue-impacting workflows.
Strong understanding of SaaS metrics, including ARR, GRR, NRR, churn, and expansion revenue.
Understanding of the customer lifecycle from onboarding through adoption, renewal, and expansion.
Professional proficiency in written and verbal English for communicating with global customers, internal teams, and stakeholders across email, chat, video, and phone.
Excellent negotiation and cross-functional executive communication skills.
Experience leading and mentoring a team responsible for renewals or account retention, including coaching on negotiation, renewal strategy, and pipeline management.
Ability to analyze customer usage data and identify churn risks.
Hands-on experience using AI in daily work, understanding generative AI capabilities and limitations, and exercising judgment to verify its outputs.
A track record of building AI skills in others and integrating AI into team workflows.
Experience with automation or AI-enabled tools to optimize processes.
Ability to work a hybrid schedule with two to three days per week onsite in a U.S. office.

Responsibilities

Own aggregate renewal forecast accuracy, targeting ±3–5%, and lead weekly renewal forecast calls.
Audit CPQ Renewal Opportunities for hygiene and completeness, ensure 120-day trigger compliance, and escalate forecast risks to the VP, Customer Success, and Sales Leadership.
Ensure negative ARR renewals have CSM acknowledgment, documented rationale, and leadership visibility when above threshold.
Monitor contraction trends by segment and identify systemic churn drivers.
Own the scaled renewal automation strategy for DST, optimize renewal workflow triggers, monitor automation success rates, and reduce reliance on manual intervention.
Partner with the VP of Customer Success, Sales Leadership, Revenue Operations, and Finance to improve pricing and concession discipline, renewal cycle time, and identification of growth opportunities for Sales.
Manage Renewal Specialists, set KPIs, and provide coaching and feedback on on-time renewals, forecast accuracy, GRR contribution, and reducing surprise churn.
Coach Specialists on negotiation process discipline and drive accountability and continuous process improvement.
Build and scale repeatable AI workflows and automations across the team using approved tools.
Coach team members to select appropriate AI tools, refine prompts, and review outputs for quality.
Share successful AI practices, demonstrate measurable gains, and hold the team accountable for using AI and meeting quality standards.