Manager, Renewals

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too! 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. This role is based in Mexico City and follows a hybrid schedule (2-3 days per week in the office). As the position supports U.S. operations, team members may be required to work on certain Mexico holidays based on business and operational needs.

How you'll add value:: 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 What you'll need to be successful in this role:: 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