At Freshworks, diversity powers innovation because great ideas can and do come from everywhere. We encourage people from all backgrounds&mdash;particularly historically underrepresented and marginalized&mdash;to join us.
We strive for a workplace culture where everyone can bring their authentic selves to work, feel comfortable speaking out, take risks, and feel they&rsquo;re an integral part of the Freshworks team. It&rsquo;s simple: Happy, fulfilled employees do better, more innovative work.
Our employee resource groups (ERGs) help employees meet, learn, share their unique perspectives, and connect with mentors and opportunities.
Our current ERGs include Women360 and Prideworks, our global LGBTQIA+ group, with more to come as we continue to look for ways to support each other in our goals.

Freshworks

Freshworks has partnered with one of the leading childcare providers in India, offering services for children aged five months to 6 years in select cities like Chennai, Bangalore, Hyderabad, etc.

Freshworks Inc. (with its subsidiaries, &ldquo;Freshworks&rdquo;) is committed to providing a work environment free of harassment, ensuring all individuals are treated with respect and dignity. The Policy Against Sexual and Other Workplace Harassment prohibits any form of harassment based on various factors, such as race, color, creed, gender, gender identity or expression, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by federal, state, or local laws

Freshworks provides 26 weeks (182 days) of maternity leave and 84 days of adoption leave.

Freshworks has partnered with Practo, one of India&rsquo;s largest digital healthcare platforms, to provide all employees access to online doctor&rsquo;s consultations, appointment booking, online medicine delivery, and health check-ups.

Online Doctor’s Consultation

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.&#xa0;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?<ol><li>Team Leadership and Development<ul><li>Manage, mentor, and develop a team of renewal analysts, ensuring alignment with organizational goals.</li><li>Establish performance metrics and foster a results-driven culture.</li><li>Provide training and development opportunities to improve team skills in negotiations, customer relationship management, and process efficiency.</li></ul></li><li>Renewals Management<ul><li>Oversee the entire renewal process, including forecasting, tracking, and closing renewals.</li><li>Implement scalable processes and best practices to maximize renewal rates.</li><li>Develop strategies for handling at-risk renewals and minimizing churn.</li><li>Partner with Customer Success, Sales, and Account Management teams to identify upsell and cross-sell opportunities during the renewal process.</li></ul></li><li>Customer Engagement<ul><li>Ensure timely and proactive communication with customers regarding contract expirations and renewal terms.</li><li>Address customer concerns or objections, acting as an escalation point when needed.</li><li>Advocate for the customer by working closely with internal teams to address issues or challenges impacting renewals.</li></ul></li><li>Data-Driven Strategy<ul><li>Analyze renewal data and trends to inform strategies and improve processes.</li><li>Generate regular reports on renewal performance, including renewal rates, revenue impact, and customer feedback.</li><li>Utilize insights to identify opportunities for improvement and present actionable recommendations to leadership.</li></ul></li><li>Cross-Functional Collaboration<ul><li>Collaborate with Sales, Customer Success, Operations, and Finance teams to ensure alignment and a seamless renewal process.</li><li>Work closely with the product and marketing teams to understand and communicate the value of offerings to customers.</li><li>Assist in designing pricing strategies and renewal packages to meet customer needs while achieving organizational objectives.</li></ul></li></ol>Note: This role functions in the US shift.

<ul><li>Bachelor’s degree in business administration, Management, or a related field (Master’s degree preferred).</li><li>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.</li><li>Strong understanding of customer lifecycle management and subscription-based business models.</li><li>Demonstrated success in achieving or exceeding customer retention and renewal rate targets.</li><li>Excellent leadership, coaching, and team-building skills.</li><li>Proficiency in CRM tools (e.g., Salesforce) and data analysis platforms.</li><li>Exceptional communication, negotiation, and problem-solving abilities.</li><li>Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.</li></ul>

<div sr-tagline=""></div>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.

Job Details

Skills Required

More Details

Job Closed