Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).
Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.
Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.
The Manager, Renewal Desk will lead a team of senior analyst renewals responsible for managing and driving the end-to-end renewals process for the North American organization. This new role is critical in ensuring high customer retention, optimizing revenue through timely renewals, and maintaining strong relationships with both customers and internal stakeholders.
The ideal candidate will have a proven track record of managing renewal processes, high volume of mid-market and enterprise customer renewals, a deep understanding of customer success strategies, and excellent leadership skills. This role will report to Sr Director, Customer Success for North America.
What you’ll do?
Team Leadership and Development
Manage, mentor, and develop a team of renewal analysts, ensuring alignment with organizational goals.
Establish performance metrics and foster a results-driven culture.
Provide training and development opportunities to improve team skills in negotiations, customer relationship management, and process efficiency.
Renewals Management
Oversee the entire renewal process, including forecasting, tracking, and closing renewals.
Implement scalable processes and best practices to maximize renewal rates.
Develop strategies for handling at-risk renewals and minimizing churn.
Partner with Customer Success, Sales, and Account Management teams to identify upsell and cross-sell opportunities during the renewal process.
Customer Engagement
Ensure timely and proactive communication with customers regarding contract expirations and renewal terms.
Address customer concerns or objections, acting as an escalation point when needed.
Advocate for the customer by working closely with internal teams to address issues or challenges impacting renewals.
Data-Driven Strategy
Analyze renewal data and trends to inform strategies and improve processes.
Generate regular reports on renewal performance, including renewal rates, revenue impact, and customer feedback.
Utilize insights to identify opportunities for improvement and present actionable recommendations to leadership.
Cross-Functional Collaboration
Collaborate with Sales, Customer Success, Operations, and Finance teams to ensure alignment and a seamless renewal process.
Work closely with the product and marketing teams to understand and communicate the value of offerings to customers.
Assist in designing pricing strategies and renewal packages to meet customer needs while achieving organizational objectives.
Note: This role functions in the US shift.
Bachelor’s degree in business administration, Management, or a related field (Master’s degree preferred).
Overall 10+ years of experience with 5+ years of experience in renewals, customer success, sales, or account management, with at least 2 years in a managerial role.
Strong understanding of customer lifecycle management and subscription-based business models.
Demonstrated success in achieving or exceeding customer retention and renewal rate targets.
Excellent leadership, coaching, and team-building skills.
Proficiency in CRM tools (e.g., Salesforce) and data analysis platforms.
Exceptional communication, negotiation, and problem-solving abilities.
Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.