Freshworks

Freshworks

Sr. Director, Revenue Operations (Global Customer Success & Services)

San Mateo, CA, United States · Director

Sponsorship not specified$270k-$330kDetected 40 days ago
Project ManagementSalesforceCRMProcess ImprovementCustomer SuccessZendeskLeadershipCollaborationPublic Speaking

About the role

  • Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives.
  • Software is a choice that can make or break a business.
  • Business software has become a blocker instead of ways to get work done.

Responsibilities

  • Partner with the VP of Enterprise Success and Services to develop and implement operational strategies across Professional Services, Customer Success, and Support, maximizing team effectiveness and driving strong customer outcomes.
  • Provide thought leadership and drive action across process improvement, methodology, capacity planning, competitive analysis, and organizational positioning.
  • Own the systems and tools roadmap - including CRM, CS platforms, PSA tools, and support systems - ensuring they are configured, integrated, and adopted to support team workflows and leadership reporting needs.
  • Design and implement retention and expansion strategies, resource and scale models, forecasts, and streamlined delivery processes for Customer Success and Professional Services teams.
  • Drive continual improvements in quality, accuracy, process consistency, and customer satisfaction.
  • Direct experience supporting Professional Services, Customer Success, or Support functions.
  • Hands-on fluency with the systems that power post-sale teams, including CRM (Salesforce), CS platforms (e.g., ChurnZero, Gainsight), PSA/services delivery tools (e.g., Mavenlink/Kantata, FinancialForce), and support platforms (e.g., Zendesk, Salesforce Service Cloud).
  • Demonstrated experience leading cross-functional teams and developing innovative solutions for complex, ambiguous challenges.
  • Strong business and financial acumen with an understanding of services delivery, customer success methodologies, support operations, and project management in the SaaS industry.
  • Ability to thrive in a global, matrixed organization and collaborate effectively across Sales, Marketing, Product, and Finance functions.

Requirements

  • 10+ years of experience in revenue operations, CS operations, services operations, or strategy roles within high-growth SaaS companies.

Compensation

  • $270k-$330k

Benefits

  • Lead and execute the vision for success and services analytics, including defining a measurement framework and key process and leading indicator metrics that deliver actionable insights.
  • Develop and disseminate performance metrics and project outcomes through dashboards and reporting to monitor business health, capture insights, and inform recommendations.

Company info

  • If this sounds like a journey you want to be part of, we'd love to meet you.
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This listing is sourced directly from Freshworks's careers page and normalized into a canonical job model.