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Talasha has been mandated to hire a Senior Manager - Renewals & Retention for India's leading restaurant management SAAS platform. The organisation powers operations & billing for tens of thousands of F&B outlets in India. Retention and renewals are one of the most critical functions in the organization from the revenue/ topline point of view. We're looking for a leader who can own this P&L line end-to-end, combining hands-on inside sales execution with strong analytical rigor to identify and capture renewal opportunities at scale.
Responsibilities
- Own and drive the retention and renewal number. Set targets, build forecasts, and report on retention KPIs to leadership
- Lead and scale an inside sales / tele-calling team and on-field retention team—focused on renewal conversations, upsells, and win-backs
- Set up a CRM process to deliver automated texts, offers & emails ahead of renewal timelines
- Run experiments (offers, timing, messaging) to improve renewal conversion and measure impact rigorously
- Manage and coordinate with the on-ground retention team that conducts in-person visits to assess restaurant operational status (active/inactive usage)
- Build and continuously refine renewal playbooks, operations, calling scripts, and outreach cadences
- Conduct regular deep-dive analysis into usage, billing, and engagement data to identify at-risk accounts, churn signals, and upselling opportunities
- Build dashboards and reports to track renewal rates, churn drivers, and cohort-level trends
- Collaborate with Sales, Product, KAM, and Support to feed back churn insights and close product/service gaps
Good to Have -
- 8+ years of overall experience leading inside sales/tele-calling teams, ideally in a renewals, retention, or account management context
- Proficiency in using various CRM tools to automate email flows, texts & offers for renewals
- Strong analytical and data skills, comfortable slicing data in data analytics tools to find patterns and opportunities
- Experience managing field/on-ground teams is a plus
- Prior experience in SaaS, subscription businesses, or SMB-focused companies (restaurant tech a plus)
- Strong communication skills to lead, motivate, and coach a calling team
CTC - Upto Rs.28LPA (Basis last drawn)
Location - Ahmedabad
#Renewals #Retention #Revenue #Cross Sell #UpSell #Inside Sales #CRM #SAAS #Subscriptions #Data Analysis #Consultative Sales #P&L Ownership #Renewals KPIs
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