Job
Description
Job Summary: We are looking for a dedicated and detail-oriented Product Manager to manage the renewal lifecycle and backend operations for our Freshworks, GitLab, and Indusface portfolios. The ideal candidate will be responsible for building lasting customer relationships, ensuring timely renewals, coordinating with internal and partner teams, and driving operational efficiency across multiple SaaS businesses. Key Responsibilities: Renewals & Account Management: Own and manage the renewal pipeline for all existing accounts under Freshworks, GitLab, and Indusface. Engage with customers well in advance of expiry to discuss renewals, pricing, scope changes, and contract terms. Drive renewal closures in coordination with partners and sales stakeholders, ensuring zero revenue leakage. Monitor health indicators, customer usage, and feedback to proactively reduce churn and identify upsell opportunities. Operations & Coordination: Coordinate with OEMs, internal teams (sales, finance, legal), and channel partners for quote generation, PO follow-up, invoicing, and order processing. Maintain and update renewal trackers, deal status, and documentation using tools like Salesforce, Excel, and OEM portals. Ensure accurate and timely data reporting on renewals, churn, NRR/GRR, and forecasted revenue. Customer Experience & Relationship Management: Act as the go-to point of contact for customer queries related to service terms, account status, pricing, and support escalations. Work closely with the delivery/implementation teams to ensure smooth onboarding and post-sale experience. Maintain strong customer rapport to increase retention and advocate for brand trust. Qualifications & Skills: 25 years of experience in customer success, renewals, sales operations, or account management in the IT/SaaS domain. Prior experience managing multiple OEMs or product lines (Freshworks, GitLab, Indusface experience is a strong plus). Excellent communication ad relationship-building skills. Strong organizational and multitasking abilities; able to manage varied renewal cycles simultaneously. Proficiency in CRM tools (e.g., Salesforce, Freshsales) and Excel/Google Sheets. Preferred Qualifications: Bachelors degree in Business, IT, or a related field. Knowledge of SaaS metrics (renewal rate, NRR, GRR, churn). Experience in a partner/channel-led sales ecosystem is an advantage. What You’ll Gain: Hands-on experience with three high-growth SaaS platforms. Opportunity to work closely with OEMs, partners, and enterprise customers. A cross-functional role that gives exposure to sales, operations, and customer success.
