Senior Director, Billing & Renewal Operations

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.

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.

Job Description

We are seeking an exceptional, high-impact Head of Billing & Renewals Operations to lead the charge in modernizing and transforming our Billing & Renewals Operations function into a strategic growth engine. This executive will own the transformation of Billing & Renewals 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.
 

Key Responsibilities

• Manage the Billing & Renewals Operations and Support teams, driving operational excellence through KPI-driven performance management and measurable outcomes.
• Partner with technology leadership to design and drive the end-to-end transformation of Billing and Renewals systems and processes, enabling seamless, real-time billing for new and expanding customers across subscription, usage-based, and outcome-driven models.
• Deploy AI-powered automation and real-time validation to remove friction from billing and renewal 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.
• Partner with Pricing & Packaging to operationalize complex pricing and deliver billing capabilities that accelerate product launches and market expansion.
• Establish robust controls, reporting, and compliance frameworks, ensuring global readiness, financial integrity, and auditability.
   

Enterprise Leadership & Operational Execution

• Lead high-performing teams across Billing & Renewals Operations and Support, 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 on all things Billing and Renewals, bringing forward innovative solutions, operational insights, and a growth-focused mindset.

Qualifications

• 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 operations.
• Billing Systems & Monetization Expertise: Deep hands-on experience with leading enterprise-scale Billing platforms (e.g., Chargebee, 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.
• 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.
• Data-Driven & AI-Ready: Proficient in leveraging analytics, AI, and automation to drive operational efficiency.
• 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.
• World-Class Communicator: Strong executive presence with outstanding written, verbal, and pres