Vice President, Billing & Renewals - Operations & Transformation

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

We are seeking an exceptional, high-impact Vice President of Billing and Renewal Transformation to lead the charge in modernizing and transforming our Billing and Renewals functions into strategic growth engines. This executive will own two distinct, mission-critical mandates:

1. Transform Billing operations into a frictionless, intelligent platform that powers seamless, real-time experiences for New and Expansion customers—supporting complex SaaS, usage-based, and outcome-driven billing with precision and scale.
    

2. Work with GTM teams to drive Renewals into a high-performing revenue engine, maximizing retention, enabling predictive engagement, and leading a value-focused Renewal pricing motion.
    

Key Responsibilities

Billing Transformation: Enabling Seamless New & Expansion Customer Experience

• Architect and lead the end-to-end transformation of Billing systems and processes, focused on delivering flawless, real-time billing for New and Expansion customers across subscription, usage-based, and outcome-driven models.
• Deploy AI-powered automation and real-time validation to remove friction from onboarding and billing processes, ensuring fast, accurate, and scalable monetization.
• Collaborate with Sales, Product, Deal Desk, and IT to create integrated quote-to-cash workflows that support rapid sales velocity, clean handoffs, and customer-first billing experiences.
• Work with the Pricing & Packaging team to operationalize complex pricing constructs and ensure billing capabilities support new product launches and market expansion.
• Establish robust controls, reporting, and compliance frameworks, ensuring global readiness, financial integrity, and auditability.
   

Renewals Strategy: Driving Retention & Uplift

• Lead the transformation of the Renewals Desk into a data-driven engine focused on proactive engagement, ARR retention, and pricing discipline.
• Scale a dynamic Renewal program that leverages customer segmentation, usage data, and value delivery to increase renewal value.
• Partner with Customer Success, Sales, and Product Marketing to create renewal narratives and retention plays that reinforce customer value and secure long-term contracts.
• Build predictive analytics and early warning systems to monitor churn risk, surface upsell paths, and prioritize high-impact renewal motions.
   

Enterprise Leadership & Operational Execution

• Build and lead high-performing teams across Billing Operations and Renewal Operations, embedding a culture of customer-centric and employee-centric excellence, accountability, and strategic urgency.
• Define KPIs and performance dashboards that clearly separate and track New, Expansion, and Renewal billing motions—providing transparency to executive leadership.
• Act as a cross-functional orchestrator, aligning stakeholders across the organization to ensure consistent execution and system-wide alignment.
• Serve as a strategic advisor to the C-suite on all things Billing and Renewals, bringing forward innovative solutions, operational insights, and a growth-focused mindset.

• Proven Executive Leadership: Minimum of 15 years of progressive experience in Finance Operations, Billing, or Revenue Operations, with at least 5 years in a senior leadership role owning complex SaaS billing transformation and renewal strategy.
• Innovator & Builder: Highly adaptable and entrepreneurial mindset; thrives in ambiguity, builds from scratch, brings a relentless focus on automation and scalability and leads bold, high-impact change in fast-paced environments.
• Customer-Centric & Employee-Centric Mindset: Track record of building billing experiences that delight customers and employees, reducing friction, accelerating onboarding, and enabling monetization at scale.
• Billing Systems & Monetization Expertise: Deep hands-on experience leading enterprise-scale Billing platform transformations (e.g., Zuora, Salesforce Billing, SAP, NetSuite), with a strong grasp of SaaS, usage-based, and outcome-based billing models and real-time, automated quote-to-cash processes.
• Data-Driven & AI-Ready: Proficient in leveraging analytics, AI, and automation to drive operational efficiency, pricing precision, risk management, and predictive insights across both Billing and Renewals functions.
• Cross-Functional Navigator: Exceptional ability to align and influence across complex organizations—partnering with Sales, IT, Product, Deal Desk, Finance, and Customer Success to build scalable, integrated operating models.
• Strategic Thinker & Operational Executor: Ability to shift fluidly between high-level strategic vision and day-to-day operational detail—driving initiatives from whiteboard to implementation with measurable results.
• World-Class Communicator: Strong executive presence with outstanding written, verbal, and presentation skills—comfortable engaging at board level and across global teams.
• Educational Background: Bachelor’s degree in Finance, Business, Accounting, or related field required; MBA or advanced degree strongly preferred.

The annual base salary range for this position is $300,200 — $375,200 USD + Variable Compensation 

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.