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

Company Description 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.

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.
To create a better experience for their customers and employees.
Create better or worse experiences.
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.

10+ years of experience in revenue operations, CS operations, services operations, or strategy roles within high-growth SaaS companies.
Proven ability to work independently and take initiative in a fast-paced environment.
Data-driven decision-maker with a strong analytical foundation and the ability to provide strategic guidance.
Demonstrates sound business judgment and a proven ability to influence others.
Possesses strong analytical skills and a track record of ownership, data-driven decision-making, and impactful results.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.

The annual base salary range for this position is $270,000 - $330,000 Base Salary.

With a fresh vision for how the world works.
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.

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.

This listing is sourced directly from Freshworks's careers page and normalized into a canonical job model.