Sr. Manager - Solution Engineering Verticals

Freshworks•San Mateo, CA

1d•$192,865 - $238,245

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 74,000 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. Freshworks is looking for an exceptional Senior Manager of Solutions Engineering to lead our North America Verticals Solutions Engineering team, supporting Manufacturing, State & Local Government, Education (SLED), and Canada. This is a highly strategic leadership role responsible for developing and scaling a team of Solutions Engineers who partner with customers to modernize service operations, improve employee experiences, and accelerate digital transformation initiatives. You will play a critical role in driving revenue growth, increasing win rates, expanding industry expertise, and helping customers realize the value of AI-powered service management. We're looking for a leader who thrives at the intersection of technology, business strategy, industry expertise, and people development. Someone who can coach teams to excellence, influence executive stakeholders, and build go-to-market motions that help Freshworks win in key growth markets.

Requirements

5+ years of experience leading Solutions Engineering teams, preferably within ITSM, ITOM, ITAM, Enterprise Service Management, or related technologies.
Proven track record of engaging CIOs and senior IT leaders, driving strategic conversations, and influencing executive decision-making.
10+ years of relevant experience in enterprise software, pre-sales, or solution consulting.
Demonstrated ability to hire, coach, and develop high-performing technical teams.
Experience building scalable programs, processes, and go-to-market strategies in a high-growth environment.
Strong understanding of value-based selling, business discovery, and executive storytelling.
Exceptional communication skills with the ability to influence stakeholders across Sales, Product, Customer Success, and executive leadership.
Passion for technology and helping shape product direction through customer and market feedback.
Bachelor's degree preferred but not required.

Nice To Haves

Experience leading specialized teams, vertical markets, or regional go-to-market motions is highly desirable.
Experience supporting Manufacturing, Public Sector, Education, or other regulated industries is highly desirable.
Experience with AI, automation, or digital transformation initiatives is a plus.

Responsibilities

Lead and develop a high-performing team of Solutions Engineers supporting Manufacturing, SLED, and Canada, including hiring, onboarding, coaching, performance management, and career development. Foster a culture of accountability, collaboration, and continuous growth while helping the team achieve ambitious business goals.
Partner closely with Sales leadership to develop and execute industry-specific and regional go-to-market strategies, drive pipeline growth, improve win rates, and support new business, expansion, and cross-sell opportunities across key vertical markets.
Serve as a player-coach by actively participating in strategic customer engagements, executive presentations, discovery workshops, and complex solutioning. Help your team solve industry-specific business challenges and demonstrate the value of Freshservice, including ITSM, ITOM, ITAM, Enterprise Service Management, and AI-powered capabilities.
Drive operational excellence through resource planning, performance analysis, and the development of scalable processes, playbooks, and best practices that improve team effectiveness and business outcomes across diverse markets.
Act as a trusted advisor to Sales, Product, and executive leadership by providing insights into customer needs, industry trends, competitive dynamics, pipeline health, and product requirements. Champion the voice of the customer and help shape the future direction of the Freshservice platform.