Sr. Manager, Solution Engineering

About the Role

Freshworks is seeking a leader for their Solution Engineering organization. This role involves overseeing a high-performing, field-based team, focusing on hiring, developing a GTM strategy, creating playbooks, resource allocation, performance evaluation, and fostering team growth. You will act as a player-coach, working alongside Solution Engineers to solve complex customer business problems and partnering with Sales Leaders and Product Managers.

Responsibilities

• Oversee a high-performing, field-based Solution Engineering team.
• Drive hiring to meet team goals and develop a thoughtful Go-to-Market strategy.
• Assist in designing cross-sell/up-sell playbooks and allocate resources effectively to territories.
• Continuously evaluate team performance, provide meaningful feedback, and drive business growth.
• Act as a player-coach, developing team members and assisting them in solving complex customer business problems.
• Partner with Sales Leaders to provide strategic insights into pipeline health, team performance, and win rates.
• Collaborate with Product Managers, evangelizing product requirements on behalf of customers.

Qualifications

• Experience in CRM, Customer Service, ITSM, or other related domains in a pre-sales leadership role.
• Ability to lead and inspire a team through example, not just by tracking dashboards.
• Proven experience in running a dynamic team and building scalable, repeatable frameworks and programs.
• A technologist at heart with a passion for shaping product roadmaps and advocating for customers.
• A keen strategist capable of building competitive playbooks and working with product marketing.
• Belief in selling value, telling stories in demonstrations, and painting a vision for the future.
• An experienced manager who values excellence, nurtures talent, and fosters trust through transparency.
• Requirements:
• 3 years of Solution Engineering management experience in CRM/Customer Service/ITSM or related technologies.
• 7-10 years of relevant/industry experience.
• Exceptional soft skills and ability to influence within the organization.
• Ability to work with cross-functional teams and drive meaningful outcomes.
• Experience working with C-level executives both internally and externally.
• A Bachelor's or Master's degree is a plus, but not required.

Additional Information

• Location: Hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our San Mateo, CA headquarters.
• Salary Range: $149,800 — $244,200 annually + Variable Compensation.
• Benefits: Freshworks offers comprehensive benefits including dental, medical, vision, disability, and life insurance, equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits, adoption, and parental leave.
• Company Culture: Freshworks fosters an inclusive environment with a people-first approach, valuing diversity and encouraging employees to reach their full potential.