Why This Job is Featured on The SaaS Jobs
This role stands out in SaaS because it sits at the intersection of go to market execution and internal operating rhythm. Supporting a global Field organisation across Sales, Customer Success, and Professional Services reflects the reality of modern SaaS revenue engines, where consistent messaging and program follow through can materially influence adoption, retention, and expansion. The emphasis on building an operating narrative signals a company at meaningful scale, where alignment across regions becomes a core system rather than an ad hoc effort.
For a SaaS career, the long term value is in learning how strategy is translated into repeatable field motions. Managing cadence, tracking initiatives, and synthesising customer feedback into leadership level insight builds fluency in the metrics, forums, and decision pathways that shape commercial outcomes. Those skills tend to transfer across SaaS companies because they map to common GTM challenges: prioritisation, cross functional coordination, and closing the loop between customer impact and internal execution.
This position suits professionals who prefer influence through structure, communication, and stakeholder management rather than direct quota ownership. It is a strong match for someone comfortable operating as a senior individual contributor, moving between narrative building and hands on program delivery, and engaging with customers to ground internal priorities in real usage and outcomes.
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 hiring a Manager, GFO Engagement & Programs to build and run the engagement, communications, and operating narrative for the Global Field Organization (GFO), while also supporting the deployment, tracking, and reporting of key Field strategy programs and initiatives.
This is a high-impact individual contributor role, operating at IC4 level, with global scope across a 700+ person Field organisation spanning Sales, Customer Success, and Professional Services.
You will work closely with senior GFO leaders to translate strategy into clear priorities, support consistent execution of strategic programs, and create alignment at scale across regions. Acting as the single owner of GFO engagement and communications, you will design and operate a predictable cadence of messaging, leadership updates, and Field-wide moments that reduce noise and increase focus.
A core part of the role is working directly with customers, alongside Field leaders, to understand the real-world impact of GFO programs and initiatives. You will use customer feedback and outcomes to inform leadership messaging, refine program design, and help guide the future direction of Field strategy and execution priorities.
What You Will Do
- Own the engagement, communications, and operating narrative for the Global Field Organization.
- Translate GFO strategy into clear, focused priorities that resonate across regions and functions.
- Design and operate a predictable cadence of Field communications, leadership updates, and engagement moments that reinforce execution standards and reduce organisational noise.
- Support the deployment, tracking, and reporting of priority GFO strategy programs and initiatives, ensuring leaders have clear visibility into progress, risks, and outcomes.
- Participate in selected business reviews and operating forums, using insights to inform storytelling, engagement programs, and leadership messaging.
- Work directly with customers, in partnership with Sales, Customer Success, and Professional Services leaders, to gather feedback on how GFO programs are landing in practice.
- Synthesise customer feedback into clear themes, insights, and impact assessments, connecting external outcomes with internal execution signals.
- Use customer insight to inform program evolution, strategic adjustments, and future GFO priorities, ensuring programs remain grounded in real customer impact.
- Partner closely with Marketing, HR, Enablement, and Strategy teams, while retaining clear ownership of the Field-specific narrative and feedback loop.
- Surface and amplify examples of customer impact and execution excellence, making strong performance visible, shared, and repeatable across the organisation.
Why Join Us?
This is an opportunity to build something foundational. You will help shape how a global Field organisation communicates, aligns, executes, and learns from customers as it scales.
You’ll work closely with experienced Field and functional leaders, operate with high visibility, and have a tangible impact on clarity, momentum, and performance, while directly influencing how future strategy and programs evolve based on real-world feedback.
Qualifications
- Experience in a strategic communications, engagement, or program role supporting Field, GTM, or commercial organisations in a SaaS or technology environment.
- Proven ability to operate effectively as a senior individual contributor in global, matrixed organisations.
- Experience working closely with senior leaders and executives, translating strategy into action.
- Experience supporting the deployment, tracking, or reporting of cross-functional strategy or transformation programs is a strong plus.
- Experience engaging directly with customers to gather feedback, understand business impact, or inform strategy and program evolution is strongly preferred.
- Exposure to fast-growth, high-change environments is strongly preferred.
Skills and Competencies
- Exceptional strategic communication and organisational storytelling capability.
- Strong business acumen and curiosity about customers, revenue motion, and Field execution.
- Ability to design structure and cadence in complex environments.
- Strong stakeholder management skills, with confidence to challenge and influence senior leaders.
- Comfortable moving between strategic thinking and hands-on delivery.
- Ability to translate customer feedback into actionable insight for strategy, programs, and leadership decision-making.
- Strong synthesis skills, connecting customer outcomes, Field execution, and strategic intent into a coherent narrative.
- Comfort working with imperfect data and multiple stakeholders to create clarity for senior leadership.
Additional Information
- Global role with regular interaction across Europe, the US, and APAC.
- Occasional travel to support major Field moments, leadership forums, and selected customer engagements.
Additional Information
The annual base salary range for this position is $ $147,815 - $182,595.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.
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.
