Vice President, Billing & Renewals - Operations & Transformation

Company Description

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

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

Job Description

We are seeking an exceptional Vice President, Billing & Renewals to lead and transform a mission critical function that sits at the intersection of customer experience, monetization, and recurring revenue growth.

This executive leader will be responsible for modernizing Billing & Renewal Operations into a scalable, intelligent monetization platform while building a world-class organization focused on customer retention, value realization, and long-term revenue growth. The role will drive operational excellence across the customer revenue lifecycle, leveraging AI, automation, analytics, and cross-functional collaboration to deliver exceptional customer experiences and business outcomes.

This individual will partner closely with Sales, Customer Success, Product, Engineering, Finance, and Revenue Operations to ensure the company can scale efficiently while supporting evolving business models, pricing strategies, and customer growth motions.

Key Responsibilities

Billing Strategy, Operations & Transformation

• Define and execute the vision for a modern, scalable Billing organization that supports subscription, usage-based, consumption-based, and future monetization models.
• Lead the transformation of billing systems, processes, and operating models to improve customer experience, operational efficiency, scalability, and financial accuracy.
• Partner with Product, Pricing, Revenue Operations, Deal Desk, Finance, and Engineering teams to operationalize new products, pricing models, and go-to-market motions.
• Drive AI-powered automation and workflow optimization initiatives to reduce manual effort, improve accuracy, and accelerate revenue realization.
• Establish highly integrated quote-to-cash processes that deliver seamless customer experiences while improving operational efficiency.
• Ensure strong governance, internal controls, compliance, audit readiness, and financial integrity across all billing operations.
• Improve operational metrics and service-level objectives for billing performance, customer experience, and business outcomes.
• Build scalable operating rhythms, governance processes, and performance management frameworks that improve renewal execution globally.
• Partner closely with Finance, Customer Success, Sales, and Accounts Receivable teams to optimize the end-to-end customer revenue lifecycle.
• Drive initiatives that improve customer payment experiences, accelerate cash realization, reduce revenue leakage, resolve customer friction points, and support healthy retention outcomes.
• Develop cross-functional operating mechanisms that align billing, renewal, customer success, and payment-related processes to improve overall business performance.
• Leverage operational data and predictive insights to proactively identify customer risks and opportunities across the revenue lifecycle.

Leadership & Organizational Excellence

• Exceptional executive presence with strong communication, influence, and stakeholder management skills.
• Demonstrated ability to align diverse stakeholders and drive execution across complex, matrixed organizations.
• Strategic thinker with the ability to translate vision into measurable business outcomes.Build, develop, and lead high-performing global teams while fostering a culture of accountability, innovation, customer-centricity, and continuous improvement.
• Attract, develop, and retain top talent while creating clear career development pathways and succession plans.
• Lead large-scale transformation initiatives involving systems modernization, process redesign, AI adoption, and organizational effectiveness.
• Serve as a strategic advisor to executive leadership on monetization operations, customer retention, operational efficiency, and business scalability.
• Drive cross-functional alignment and influence across Sales, Customer Success, Product, Engineering, Finance, and Operations organizations.
• Establish executive dashboards and operating reviews that provide actionable insights into billing performance, retention trends, operational health, and business outcomes.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, Operations, Engineering, or a related field required. MBA or advanced degree strongly preferred.
• 15+ years of progressive leadership experience across Billing Operations, Revenue Operations, Finance Operations, Renewals, Customer Operations, or related functions.
• Minimum of 5 years leading large-scale global organizations in a senior leadership capacity.
• Proven track record of driving transformational change in high-growth SaaS, subscription, or technology businesses.
• Deep expertise in subscription, usage-based, consumption-based, and recurring revenue business models.
• Strong understanding of quote-to-cash processes, billing operations, monetization strategy, and customer revenue lifecycle management.
• Experience leading enterprise-scale transformations involving Billing, CPQ, CRM, ERP, and related operational platforms.
• Familiarity with modern monetization platforms and billing technologies supporting complex pricing and packaging models.
• Proven ability to leverage AI, automation, and analytics to drive operational efficiency, customer experience improvements, and business outcomes.
• Passion for innovation and applying emerging technologies to drive scale and competitive advantage.

Additional Information

We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. 

If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. 

The annual base salary range for this position is $300,000 - $375,000 Base Salary. 

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.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.