Renewal Manager
About the job
- 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.
- Strong understanding of SaaS metrics such as Annual Recurring Revenue, Gross Revenue Retention, Net Revenue Retention, churn, and expansion revenue.
- Understanding of the customer lifecycle from onboarding through adoption, renewal, and expansion.
- Professional proficiency in verbal and written English for communication 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, with the 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 to three days per week onsite in the Mexico City office.
- Flexibility to support U.S. operations, including working on select Mexico public holidays based on business and operational needs.
- 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 triggers.
- Escalate forecast risks to the Vice President 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 Vice President 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 and set their KPIs.
- Coach and provide feedback to Specialists on expected outcomes, including 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.
- Achieve renewal forecast accuracy of ±3–5%, Gross Revenue Retention targets, and an on-time renewal rate above 95%; reduce last-minute concessions and renewal cycle time, and improve Digital Success automation completion rates.
About the company
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, California
Founded
2011
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Simplify's Take
What believers are saying
- Restaurant365 raised $175 million in May 2024, funding product and acquisition expansion.
- R365 AI launched in May 2026 with labor management and AI scheduling features.
- Kate Hastings joined in 2026 to strengthen onboarding, support, and customer retention.
What critics are saying
- Restaurant365 cut about 9% of staff in August 2025 after missing growth targets.
- Toast still controls a critical POS channel, limiting Restaurant365's customer access and pricing power.
- If enterprise growth stalls again after the 2024-2026 spending spree, investors will force sharper cuts.
What makes Restaurant365 unique
- Restaurant365 unifies accounting, inventory, labor, scheduling, and POS data in one system.
- R365 AI uses full restaurant P&L context, not siloed operational data.
- ExpandShare acquisition adds restaurant-specific training to an integrated back-office platform.
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Benefits
Health Insurance
401(k) Retirement Plan
401(k) Company Match
Unlimited Paid Time Off
Wellness Program
Growth & Insights and Company News
6 month growth
0%1 year growth
1%2 year growth
4%Restaurant365, a restaurant management platform, has appointed Kate Hastings as Chief Customer Officer. She will oversee all post-sale customer functions, including customer success, support, onboarding and implementation, focusing on helping restaurant operators maximise value and achieve business outcomes. Hastings brings over 15 years of experience in customer success and operational transformation. Most recently, she served as Chief Customer Officer at Definitive Healthcare and previously held leadership roles at LinkedIn, Gartner and McKinsey & Company. She also worked as a Technology Operating Partner at Welsh, Carson, Anderson & Stowe. The appointment comes as Restaurant365's mid-year survey found nearly 80% of operators expect food costs to continue rising through 2026. The company is expanding its customer success investment to help restaurants navigate increasing operational complexity.
Restaurant365 has launched R365 AI, an intelligence engine built on unified restaurant financial and operational data, valued at $1.45 billion. The platform connects accounting, inventory, labour, scheduling and point-of-sale data to deliver real-time insights and automated actions for restaurant operators. The system addresses fragmented data challenges that delay financial visibility and margin protection. Early adopters using R365's AI labour management saw a 15% reduction in forecast error, delivering an estimated $100,000 in annual savings across 10 locations. New capabilities include AI Dashboards with natural-language prompting, a Labour Management Suite, AI Advisor for operational queries, and AI Scheduling that generates optimised weekly schedules. The features are available now, with some in early access through the R365 Chef's Table programme.
Restaurant365, an AI-powered restaurant management platform, has appointed Steve Demchuk as chief product officer and Mark Grilli as chief marketing officer. The hires support the company's growth and innovation strategy in the restaurant back-office software category. Demchuk brings over 25 years of software engineering and product leadership experience from companies including Nitric, Bonusly, and Rally Software. He will oversee product strategy and engineering teams. Grilli has more than 20 years of software marketing experience, most recently serving as CMO of CommerceHub. He previously held marketing leadership roles at Zendesk and Adobe. He will lead brand, demand generation and go-to-market strategy. Headquartered in Irvine, California, Restaurant365 is backed by Bessemer Venture Partners, ICONIQ, KKR, L Catterton and Serent Capital.
Restaurant365, a California-based all-in-one management platform for the restaurant industry, announced a $175 million funding round in May. This follows their $135 million raise last year, solidifying their unicorn status with a valuation over $1 billion. At the NRA Show, R365 introduced new features like "Employee Training" and "Task Management." The funding was led by ICONIQ Growth, with participation from KKR and L Catterton. R365's growth is attributed to its integration with Toast's platform.
Restaurant365 announced a $175 million funding round led by ICONIQ Growth, with participation from KKR and L Catterton. The funds will support sales growth, product innovation, and acquisitions. This follows 12 consecutive quarters of exceeding sales targets. The investment will expand enterprise features, grow the workforce and payroll product suite, and strengthen the balance sheet for future acquisitions. This round follows the acquisition of ExpandShare, an AI-powered learning management system.