Manager, Renewals

Restaurant365 is transforming how restaurants run their businesses. Today, we help more than 50,000 restaurant locations manage their finances, operations, and people. As AI changes what's possible, we're reimagining how restaurant back offices operate—automating routine work, helping teams make better decisions, and giving restaurant leaders more time to focus on growing their businesses. We're transforming how we work, too. AI is changing how we build products, solve problems, and deliver results for our customers. We're embracing new ways of working, moving faster, and creating opportunities for our people to make a greater impact. At Restaurant365, our culture is built on ownership, collaboration, and continuous improvement. We believe in challenging ourselves, learning every day, and working together to achieve great results. We're looking for people who are curious, take initiative, and want to grow while helping shape the future of an industry.

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