Restaurant365

Restaurant management software for accounting

Manager Renewals

Account ManagementPosted on Nov 9

Full-time

About the Job

Requirements

Six to ten or more years of revenue lifecycle experience with commercial responsibility in SaaS, technology, or other recurring-revenue businesses.
A 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.
A strong understanding of SaaS metrics, including Annual Recurring Revenue, Gross Revenue Retention, Net Revenue Retention, churn, and expansion revenue.
An understanding of the customer lifecycle from onboarding through adoption, renewal, and expansion.
Professional proficiency in written and verbal English to communicate with global customers, internal teams, and stakeholders across email, chat, video, and phone.
Experience leading and mentoring a team responsible for renewals or account retention, including coaching teams on negotiation, renewal strategy, and pipeline management.
Ability to analyze customer usage data and identify churn risks.
Hands-on experience using AI, understanding generative AI's capabilities and limitations, and applying judgment to verify its outputs; experience 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

Lead the Renewal Desk and own renewal governance, forecast accuracy, and process discipline across Enterprise, Mid-Market, and Digital Success segments.
Own aggregate renewal forecast accuracy, targeting ±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 Annual Recurring Revenue renewals have Customer Success Manager 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, 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.
Ensure pricing and concession discipline, improve renewal cycle time, and identify sales growth opportunities.
Manage Renewal Specialists; set KPIs and provide coaching and feedback on on-time renewals, forecast accuracy, Gross Revenue Retention 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 on tool selection and prompt refinement, review outputs for quality, share successful practices, demonstrate measurable gains, and hold the team accountable for AI use and quality standards.
Institutionalize renewal rigor, eliminate forecast volatility, create executive-level renewal predictability, enable Customer Success Manager scale by removing administrative burden, and protect revenue integrity through governance oversight.

Salary Range: 96400 to 120500 (Currency: USD) (Pay period: per-year-salary)

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.

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.

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 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.

Eagerness to use AI in your daily work and to bring your team along, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs. A track record of building AI skills in others and making AI part of how a team gets work done.

Experience with automation or AI-enabled tools to optimize processes.

Ability to work a hybrid schedule with two-three days per week onsite in one of our U.S. offices.

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

R365 Team Member Benefits & Compensation

This position has a salary range of $96,400 - $120,500.

The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.

Comprehensive medical benefits, 100% paid for employee

401k + matching

Equity Option Grant

Unlimited PTO + Company holidays

Wellness initiatives

This role is based in the United States and follows a hybrid schedule (3 days per week in the office). As the position supports U.S. operations, this role will lead a team located in our Mexico City office.

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 employer.

About the Company

Restaurant365

Restaurant management software for accounting

Restaurant365 provides a subscription-based cloud software platform for restaurant management. It unites core operations like accounting, inventory, labor, and scheduling into one system for restaurants ranging from a single location to large franchises. The platform automatically pulls detailed sales and labor data from the POS system to generate daily accrual journal entries for the general ledger, helping save time and improve accuracy. It also offers real-time performance tracking and administrative streamlining across the employee lifecycle (hiring to payroll), allowing managers to focus on guest experiences. Franchisees can benchmark against other locations and the company to gauge performance and identify what works. The company has a large partner ecosystem with over 400 vendors and technology partners to extend functionality. Its goal is to help restaurants run more efficiently, make data-driven decisions, and scale their operations across locations.

Company size: 1,001-5,000
Company stage: Growth Equity (Venture Capital)
Total funding: $437.5M
Headquarters: Irvine, CA
Founded: 2011

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