Sr. Director, Revenue Operations (Global Customer Success & Services)

Freshworks•San Mateo, CA

13d•$270,000 - $330,000

About The Position

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.

Requirements

10+ years of experience in revenue operations, CS operations, services operations, or strategy roles within high-growth SaaS companies.
Direct experience supporting Professional Services, Customer Success, or Support functions.
Hands-on fluency with the systems that power post-sale teams, including CRM (Salesforce), CS platforms (e.g., ChurnZero, Gainsight), PSA/services delivery tools (e.g., Mavenlink/Kantata, FinancialForce), and support platforms (e.g., Zendesk, Salesforce Service Cloud).
Proven ability to work independently and take initiative in a fast-paced environment.
Demonstrated experience leading cross-functional teams and developing innovative solutions for complex, ambiguous challenges.
Strong business and financial acumen with an understanding of services delivery, customer success methodologies, support operations, and project management in the SaaS industry.
Ability to thrive in a global, matrixed organization and collaborate effectively across Sales, Marketing, Product, and Finance functions.
Skilled at delivering clear, concise, and reliable analysis and insights to stakeholders.
Experience developing and tracking metrics, measuring KPIs such as NRR, CSAT, time-to-value, and utilization, and translating insights into actionable strategies.
Data-driven decision-maker with a strong analytical foundation and the ability to provide strategic guidance.
Proven ability to manage multiple priorities simultaneously and drive complex projects to completion.

Nice To Haves

Demonstrates sound business judgment and a proven ability to influence others.
Possesses strong analytical skills and a track record of ownership, data-driven decision-making, and impactful results.
Is a creative, hands-on problem solver capable of making thoughtful, strategic decisions.
Thrives in dynamic, fast-changing environments and can effectively manage ambiguity.
Balances a bias for action with meticulous attention to detail.
Adapts quickly to evolving business needs and priorities.
Communicates effectively, both verbally and in writing, with experience presenting to senior leadership.

Responsibilities

Partner with the VP of Enterprise Success and Services to develop and implement operational strategies across Professional Services, Customer Success, and Support, maximizing team effectiveness and driving strong customer outcomes.
Provide thought leadership and drive action across process improvement, methodology, capacity planning, competitive analysis, and organizational positioning.
Promote efficiencies and customer focus across a complex, matrixed post-sale organization.
Own the systems and tools roadmap — including CRM, CS platforms, PSA tools, and support systems — ensuring they are configured, integrated, and adopted to support team workflows and leadership reporting needs.
Lead and execute the vision for success and services analytics, including defining a measurement framework and key process and leading indicator metrics that deliver actionable insights.
Develop and disseminate performance metrics and project outcomes through dashboards and reporting to monitor business health, capture insights, and inform recommendations.
Design and implement retention and expansion strategies, resource and scale models, forecasts, and streamlined delivery processes for Customer Success and Professional Services teams.
Drive continual improvements in quality, accuracy, process consistency, and customer satisfaction.