Manager, Renewals

Restaurant365•Denver, CO

1d•$96,400 - $120,500•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 is responsible for improving renewal predictability, visibility into contractions, and scalable automation execution, in close partnership with Sales and Customer Success leadership. It carries operational authority over renewal forecast accuracy and renewal process compliance. The Renewal Manager leads and develops Renewal Specialists, establishing KPIs, coaching performance, and driving accountability and continuous process improvement. The role also builds and scales repeatable AI workflows and automations across the team using approved tools, coaches team members on tool selection and prompt refinement, reviews output quality, and shares practices that produce measurable gains. The position is based in the United States and follows a hybrid schedule, with 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 spoken and written English to communicate effectively 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 renewals or account-retention team, 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, sound judgment about generative AI capabilities and limitations, and ability to verify AI outputs.
Track record of building AI skills in others and incorporating 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, with a target of ±3–5%.
Lead weekly renewal forecast calls.
Audit CPQ Renewal Opportunities for hygiene and completeness.
Ensure compliance with 120-day renewal triggers.
Escalate forecast risks to the VP of Customer Success and Sales Leadership.
Ensure negative ARR renewals have CSM acknowledgment and documented rationale, and provide leadership visibility when they exceed the applicable threshold.
Monitor contraction trends by segment and identify systemic churn drivers.
Own the scaled renewal automation strategy, optimize renewal workflow triggers, monitor automation success rates, and reduce dependency on manual intervention.
Partner with the VP of Customer Success, Sales Leadership, Revenue Operations, and Finance.
Ensure pricing and concession discipline, improve renewal cycle time, and identify growth opportunities for Sales.
Manage Renewal Specialists; set KPIs and provide coaching and feedback on on-time renewals, forecast accuracy, GRR contribution, and reduction in 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 on tool choice, prompt refinement, and quality review; share successful practices, demonstrate measurable gains, and hold the team accountable for AI use and quality standards.