Head of Retention & Renewals

Company Overview

PetPooja is a SaaS company dedicated to serving SMB restaurants, providing innovative solutions to streamline operations and enhance customer engagement. The company fosters a dynamic and growth-oriented culture focused on delivering value to its clients and driving revenue growth.

Job Summary

The Head of Retention & Renewals is a strategic leadership role responsible for managing and optimizing the company's renewal and retention functions. This role involves owning the P&L line end-to-end, combining hands-on sales execution with analytical rigor to identify and capitalize on renewal opportunities at scale. The position aims to improve renewal rates, reduce churn, and drive incremental revenue through targeted retention strategies and team leadership.

Responsibilities

• Own and drive the retention and renewal metrics, treating incremental improvements as high-impact P&L levers.
• Lead and scale an inside sales calling team and an on-ground retention team focused on renewal conversations, upsells, and win-backs.
• Manage and coordinate with the field retention team conducting in-person visits to assess restaurant operational status (active/inactive usage).
• Build and continuously refine renewal playbooks, including operations, calling scripts, and outreach cadences.
• Conduct deep dives into usage, billing, and engagement data to identify at-risk accounts, churn signals, and upselling opportunities.
• Develop dashboards and reports to track renewal rates, churn drivers, and cohort trends.
• Run experiments (offers, timing, messaging) to improve renewal conversion and measure impact rigorously.
• Collaborate with Sales, Product, Key Account Management (KAM), and Support teams to provide churn insights and address product/service gaps.
• Set targets, build forecasts, and report on retention KPIs to leadership.

Qualifications

• Proven experience leading inside sales/telecalling teams, ideally in renewals, retention, or account management.
• Strong analytical and data skills, comfortable using data analytics tools to identify 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; experience in restaurant tech is a plus.
• Excellent communication skills to lead, motivate, and coach a calling team.
• Educational qualifications: Bachelor’s degree or higher in Business, Marketing, Data Analytics, or related fields.

Preferred Skills

• Experience with CRM and sales automation tools.
• Knowledge of customer segmentation and targeted marketing strategies.
• Ability to run A/B testing and experiments to optimize renewal processes.
• Familiarity with revenue operations and P&L management.
• Strong leadership and team-building capabilities.

Experience

• Minimum of 5+ years of relevant experience in inside sales, retention, or account management roles.
• Experience managing multi-disciplinary teams, including sales, field operations, and analytics.

Environment

• The role may involve a hybrid work setting with in-office and field visits.
• The work environment is fast-paced, data-driven, and collaborative.
• Physical conditions may include travel for on-ground visits to restaurant clients.

Salary

• Not specified; competitive salary commensurate with experience and qualifications.

GrowthOpportunities

• Potential to advance into senior leadership roles within Revenue Operations or broader organizational functions.
• Opportunities to shape retention strategies and influence company growth.

Benefits

• Not specified; typically includes standard benefits such as health insurance, paid leave, and professional development opportunities.