Why This Job is Featured on The SaaS Jobs
Freshworks sits in the mature, multi-product SaaS category, selling customer service and IT service management software at meaningful scale. A Solution Engineering Manager role in this context matters because pre-sales becomes a system, not a series of demos, requiring repeatable technical narratives, consistent discovery, and clear linkage between product capabilities and operational outcomes for buyers across segments.
For a SaaS career, the role builds durable leverage at the intersection of revenue and product. It offers exposure to how enterprise-grade SaaS teams run pipeline inspection, territory coverage, and win-rate improvement while staying tightly connected to product management through structured customer feedback. The emphasis on cross-sell and expansion motions also develops fluency in platform selling, a common pattern among later-stage SaaS businesses with broad portfolios.
This position best fits a leader who prefers being a player-coach and is comfortable moving between executive conversations, hands-on deal support, and team development. It will suit someone who enjoys building frameworks that scale, partnering closely with Sales and Customer Success, and translating domain expertise in CRM, customer service, or ITSM into credible, story-led demonstrations.
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
At Freshworks, we agree with you! We pride ourselves on building powerful, sophisticated software that’s fun and easy to use. And makes it easy for businesses to delight their customers and employees.
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.
What will your impact be?
As a leader in our Solution Engineering org, you will be responsible for overseeing one of our high performing, Solution Engineering team. Your day to day responsibilities will include hiring to plan, building a thoughtful GTM strategy for our expanding team, helping design cross-sell/up-sell playbooks, allocating resources to territories, evaluating performance on an ongoing basis, providing meaningful feedback to the team and growing the business. You will be a player coach and play a key role in developing the team and helping Solution Engineers on your team solve complex business problems for our prospective and existing customers.
You will partner with Sales Leaders across SMB, Expansion and Customer Success and provide strategic insights into pipeline health, team performance and win rates. Partnering with our product managers is another key area of focus and you will be responsible for evangelizing product requirements on behalf of our customers.
About you:
You have experience in CRM, Customer Service, ITSM or other related domains in a pre-sales leadership role.
You can lead and inspire a team every day. You are not merely tracking dashboards and reporting on deals. You are rolling up your sleeves and working side by side with Solution Engineers on your team. You lead by example, not by authority.
As an experienced leader you understand what it takes to run a dynamic team and build scalable and repeatable frameworks & programs.
You are a technologist at heart and love playing a role in shaping product roadmap. You are the biggest champion that our customers have within Freshworks.
You are a keen strategist who can build competitive playbooks and work closely with product marketing to evangelize these playbooks within our global SE org.
You are a practitioner of what you preach and believe in the art of selling value, telling stories in demonstrations and painting a vision for the future.
You have experience in partnerships business, have worked in alliances and channels space before and have actively contributed to growth of partner ecosystem from a technical standpoint
You have been exposed to partner technical enablement activities before and have worked in joint solutioning and GTM strategies with partners
Finally, you are an experienced manager who values excellence over outcomes and knows how to nurture and build. You trust by default and use transparency to foster trust.
Qualifications
Minimum 7 years of Solution Engineering management experience in CRM/Customer Service/ITSM or related technologies.
9 -12 years relevant/industry experience.
Exceptional soft skills and ability to influence within the organization.
Ability to work with cross-functional teams and drive meaningful outcomes.
Work regularly with C level executives inside and outside the organization and be a credible source of insights.
A Bachelors or a Masters degree is nice to have, but not required
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.
