Head of Retention & Renewals

## **Job Description: Head of Retention & Renewals** **Function: Revenue | Reports to: VP - Sales |** Location: Ahmedabad ### **About Company** The company is a leading B2B SaaS platform serving the SMB restaurant industry. It provides technology solutions that help restaurants manage core operations. The business has a large and growing base of restaurant customers across India and operates on a recurring-revenue model. ### **About the Role** Retention and renewals are one of the most critical functions in the organization and even more critical 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. ### **Key Responsibilities** - Own and drive the retention and renewal number, treating even small percentage improvements as high-impact P&L levers - Lead and scale an inside sales-style calling team and on-field retention team—focused on renewal conversations, upsells, and win-backs - 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 - Deep-dive 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 - Run experiments (offers, timing, messaging) to improve renewal conversion and measure impact rigorously - Collaborate with Sales, Product, KAM, and Support to feed back churn insights and close product/service gaps - Set targets, build forecasts, and report on retention KPIs to leadership ### **What We're Looking For** - Proven experience leading inside sales/telecalling teams, ideally in a renewals, retention, or account management context - 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 - A problem-solver mindset with high ownership of revenue outcomes - 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 ### **What Success Looks Like** - Improved renewal rate (%) and reduced churn across the existing customer base - Data-driven segmentation enabling targeted, high-conversion renewal campaigns - A high-performing, well-coached inside sales renewals team - Driving upselling initiatives to get incremental revenue