Why This Job is Featured on The SaaS Jobs
Freshworks operates in the customer and employee experience SaaS category, where product adoption and retention depend heavily on consistent customer-facing execution across regions. An L&D Manager focused on leadership programs sits close to that operational layer, shaping how managers run teams and deliver outcomes at scale. The remit also signals a modern SaaS org approach to enablement: blended learning, data-backed iteration, and practical use of AI tooling to personalize and extend programs.
For SaaS career builders, the standout value is developing a repeatable playbook for leadership development that can travel across functions and geographies. Measuring impact and translating learning data into decisions builds a skill set that maps well to SaaS environments that prioritize instrumentation and continuous improvement. Experience tailoring programs for a global audience is also transferable across distributed SaaS companies where consistency and local relevance must coexist.
This role fits an L&D practitioner who enjoys operating as a designer-facilitator-program manager hybrid and is comfortable partnering with senior stakeholders without relying on formal authority. It also suits someone who prefers a mix of in-person presence and global collaboration, and who wants their craft to intersect with analytics and AI-enabled learning methods rather than content delivery alone.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 experienced Learning and Development Manager to join our Global Talent Development team in San Mateo, CA. This is an in-office role (3 days per week) requiring close collaboration with colleagues worldwide and occasional flexible hours to engage with teams across multiple time zones.
This role will design, deliver, and manage high-impact leadership development programs that bring our company values to life, support our strategic priorities, and elevate leadership capability across regions.
The ideal candidate is equal parts designer, facilitator, and program manager— with deep expertise in curriculum design, proven facilitation skills, a strong L&D track record, and the ability to integrate AI tools to personalize and scale learning. They will also apply analytical rigor to measure impact, tell a compelling data story, and continually improve programs based on evidence.
Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).
Instructional Design & Development
● Design engaging, high-impact learning experiences for leaders at all levels.
● Develop content, materials, and exercises using modern learning methods, blended delivery, and AI-driven tools.
● Adapt programs to meet cultural and regional needs for a global audience.
Facilitation & Delivery
● Facilitate in-person and virtual workshops, leadership sessions, and experiential learning events. ● Use storytelling, coaching, and interactive techniques to create memorable learning experiences.
Measurement & Impact
● Create and implement evaluation strategies to measure program effectiveness, behavioral change, and ROI.
● Analyze learning data, participant feedback, and business metrics to inform decision-making. ● Share actionable insights with senior stakeholders to refine programs.
Qualifications
- 5–8 years of experience in Talent Development, Learning & Development, or related fields.
- Proven success designing and delivering leadership development programs.
- Strong facilitation skills for both live and virtual environments.
- Demonstrated ability to integrate AI tools into learning programs.
- Strong analytical skills to measure learning impact and translate data into actionable insights.
- Excellent communication and stakeholder management skills.
- Flexibility to work across global time zones.
Preferred qualifications:
- Experience in a global, cross-cultural environment.
- Instructional design certification or equivalent experience.
- Strong facilitation presence in live and virtual environments
- Proven experience managing complex programs with multiple stakeholders
- High writing bar with the ability to create clear, usable curriculum and learning assets
- Executive ready communication and ability to influence without authority
- Previous working experience across global time zones
Additional Information
Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).
This role is based in the Boston Metro Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.
Compensation Package
$132,600-$173,985 USD Base Salary
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
