Solutions Engineering Manager (CX)

About the position

Let's face it. Most people hate the software they use at work. Business software is clunky, expensive, hard to set up, and frustrating to use. If the software that you use in your personal life is so easy and intuitive to use, why can't business software be that way too? At Freshworks, we agree with you! We pride ourselves on building powerful, sophisticated software that's fun and easy to use. And makes it easy for businesses to delight their customers and employees. We are constantly on the lookout for smart people who are passionate about growth and community. We are growing our leadership team and looking for a Manager for our Solution Engineering Organization in North America. If you are a leader who can put the team before yourself, we want to talk to you. If you are a great coach who can invest in your team's success and inspire them to achieve greatness, we want to talk to you. If you want the opportunity to join a rapidly growing organization early and let your experience and drive help shape that growth, then we definitely want to talk to you.

Responsibilities

• Oversee one of our high-performing, field-based teams.
• Hire to plan and build a thoughtful GTM strategy for the team.
• Help design new business/cross-sell/up-sell playbooks.
• Allocate resources to territories and evaluate performance on an ongoing basis.
• Provide meaningful feedback to the team and grow the business.
• Act as a player-coach and help Solution Engineers solve complex business problems.
• Partner with Sales Leaders to provide strategic insights into pipeline health, team performance, and win rates.
• Collaborate with product managers to evangelize product requirements on behalf of customers.

Requirements

• Minimum 3 years of experience leading Solution Engineering teams, with a strong focus on Customer Experience, CRM, or Contact Center platforms.
• Proven ability to influence senior CX, COO, and CIO stakeholders and to lead strategic conversations tied to customer outcomes.
• 7-10 years of relevant pre-sales or industry experience in the CX or SaaS domain.
• Strong executive presence, communication skills, and ability to inspire and influence cross-functional teams.
• Experience collaborating with Product, Marketing, and Sales to drive alignment and deliver on strategic goals.
• A track record of building, mentoring, and scaling high-performing teams.
• Fluent in English and Spanish, with exceptional verbal and written communication skills is a plus.

Benefits

• Multiple options for dental, medical, vision, disability and life insurances.
• Equity + ESPP.
• Flexible PTO.
• Flexible spending.
• Commuter benefits.
• Wellness benefits.
• Adoption and parental leave benefits.