Manager - Renewals Management

The Manager Renewal Desk will lead a team of senior analyst renewals responsible for managing and driving the endtoend 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 midmarket 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 youll do

1. Team Leadership and Development

   • Manage mentor and develop a team of renewal analysts ensuring alignment with organizational goals.

   • Establish performance metrics and foster a resultsdriven culture.

   • Provide training and development opportunities to improve team skills in negotiations customer relationship management and process efficiency.

2. 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 atrisk renewals and minimizing churn.

   • Partner with Customer Success Sales and Account Management teams to identify upsell and crosssell opportunities during the renewal process.

3. 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.

4. DataDriven 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.

5. CrossFunctional 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.

Qualifications :

• Bachelors degree in business administration Management or a related field (Masters 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 subscriptionbased business models.

• Demonstrated success in achieving or exceeding customer retention and renewal rate targets.

• Excellent leadership coaching and teambuilding skills.

• Proficiency in CRM tools (e.g. Salesforce) and data analysis platforms.

• Exceptional communication negotiation and problemsolving abilities.

• Ability to thrive in a fastpaced dynamic environment while managing multiple priorities.

Additional Information :

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.

Remote Work :

No

Employment Type :

Fulltime