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 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.   Experience with automation or AI-enabled tools to optimize processes.   Ability to work a hybrid schedule with two-three days per week onsite in our Mexico City office.   Flexibility to support U.S. operations, including working on select Mexico public holidays based on business and operational needs 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   Benefits and Compensation   We also offer a comprehensive benefits package. Benefit options include: Law Benefits Major Medical Insurance Dental Insurance Vision Insurance Life Insurance Meal Vouchers 30-day Christmas bonus Saving Fund And more! This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday, Wednesday, and Thursday. Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions. DYN365, Inc d/b/a Restaurant365 is an equal opportunity employe