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Open nowPosted 18 days ago

Head of Retention & Renewals

Scrabble & Jigsaw

Where
Ahmedabad, India
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Your applicationOpen nowHead of Retention & RenewalsScrabble & Jigsaw · Ahmedabad, India

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This job: posted 18 days ago

The posting

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

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