Senior Manager - Renewals & Retention

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

Work arrangement
No