Why This Job is Featured on The SaaS Jobs
This Overlay Consulting Manager role sits at the intersection of enterprise SaaS selling and CX transformation, where buyers expect measurable outcomes rather than feature comparisons. Positioned within an enterprise sales organization focused on 500+ employee customers, it signals work in longer-cycle deals, multi-stakeholder alignment, and solution design across customer service software use cases.
For a SaaS career, the role offers durable exposure to how modern CX platforms are adopted at scale, including workforce transformation narratives, value-based selling, and complex opportunity management. Experience gained here tends to translate across SaaS categories that sell into operations and customer-facing teams, because it builds fluency in executive-level discovery, shaping business cases, and coordinating internal specialists to deliver tailored engagements.
This position is best suited to an experienced, self-directed seller who prefers ownership of the end-to-end sales motion and is comfortable operating with senior stakeholders. It will appeal to professionals who enjoy navigating organizational complexity, maintaining a high-value pipeline over time, and developing credibility in a defined SaaS domain rather than switching products frequently.
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
This position will be a part of the Enterprise sales organisation, that focuses on organisations (customers) with 500+ employees. This is an
individual contributor role. As a Strategic CX Account Executive, you will lead Freshworks’ efforts to build transformative partnerships with
enterprise organisations. Your expertise in CX solutions will enable you to craft and deliver high-value strategies that help organisations
optimise their customer experience and operational efficiency. You’ll thrive in complex sales cycles, engaging C-suite executives and global
teams to create lasting impact.
Key Responsibilities:
Strategic Partnership Development: Build long-term, trusted relationships with C-suite executives and global stakeholders to
deliver CX transformation strategies.
● Creative Solution Selling: Leverage your expertise in CX workforce transformation and enterprise CX solutions to craft tailored
proposals that deliver measurable value to clients. Identify new CX opportunities, creating end to end sales lifecycle, direct and
through the field
● Custom Engagements: Collaborate with internal teams to design and deliver highly customized solutions that align with the
strategic priorities of enterprise organizations.
● Influential Stakeholder Management: Navigate complex organizational structures to align diverse global teams and secure buy-in
from decision-makers.
● Account Management: Lead relationship with CX persona for current customers and find new paths of growth
● Pipeline Management: Strategically manage a high-value pipeline with long sales cycles, ensuring consistent progress toward
closing significant deals.
Qualifications
Minimum 10-14 years experience managing complex ”lead to close” sales cycles for customer service software; preferably in a strategic software sales environment with a focus on acquisition of new customers (Hunter role)
● Experienced in Value Selling and other key sales methodologies (Sandler, Challenger Sale, BASHO..etc)
● Domain knowledge and sales experience in the field of Customer Service Software is required
● Consistent overachievement of sales goals in a geographic territory selling complex software solutions
● Customer-oriented, extraordinary communication skills, high curiosity and an eagerness to learn are must-have traits
Additional Information
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.
