Solutions Engineering Manager (CX)

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.

Let's face it. Most people hate the software they use at work. Business software is clunky, expensive, hard to set up, and frustrating to use. If the software that you use in your personal life is so easy and intuitive to use, why can't business software be that way too? 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. 

We are constantly on the lookout for smart people who are passionate about growth and community. We are growing our leadership team and looking for a Manager for our Solution Engineering Organization in North America. If you are a leader who can put the team before yourself, we want to talk to you. If you are a great coach who can invest in your team's success and inspire them to achieve greatness, we want to talk to you. If you want the opportunity to join a rapidly growing organization early and let your experience and drive help shape that growth, then we definitely want to talk to you. 

What will your impact be? 

As a leader in our Solution Engineering org, you will be responsible for overseeing one of our high-performing, field-based teams. Your day-to-day responsibilities will include hiring to plan, building a thoughtful GTM strategy for our team, helping design new business/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 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 Customer Experience (CX), CRM, Contact Center, or adjacent domains in a pre-sales leadership role

• You bring a deep understanding of how modern customer experience technologies can drive loyalty, retention, and satisfaction. Whether it's omnichannel engagement, customer journey orchestration, or AI-powered automation, you're fluent in the challenges and solutions shaping CX today. 

You lead from the front, not from a spreadsheet

• You don't just track dashboards - you jump into the trenches. You coach team members through discovery, align demos to business outcomes, and elevate every interaction with your presence and experience. Your team knows you as their fiercest advocate and most trusted mentor. 

You know how to scale both people and programs

• As an experienced leader, you've built high-performing, customer-facing engineering teams and implemented repeatable, scalable enablement and process frameworks that help Solution Engineers succeed in complex sales cycles

You are a CX technologist and a customer advocate

• You love helping shape product direction based on real customer needs. You partner with Product and Engineering to influence roadmap priorities and serve as a voice of the customer within Freshworks

You are a playbook builder and story crafter

• You bring strategy to the sales floor - developing competitive plays, building compelling demo narratives, and partnering with Product Marketing to align messaging and enablement across the global SE organization

You sell vision, not just features

• You believe in the power of storytelling to make technology relatable. You coach your team to connect product capabilities to business value, and to help customers imagine a better experience for their employees, their agents, and their end users

You thrive in fast-paced, high-growth environments: 

• You stay focused when priorities shift, and you see ambiguity as an opportunity to create clarity for your team and customers

You are a people-first leader

• You invest in relationships, build trust through transparency, and measure your success by the growth and development of your team. You prize long-term excellence over short-term wins.

• Minimum 3 years of experience leading Solution Engineering teams, with a strong focus on Customer Experience, CRM, or Contact Center platforms
• Proven ability to influence senior CX, COO, and CIO stakeholders and to lead strategic conversations tied to customer outcomes
• 7-10 years of relevant pre-sales or industry experience in the CX or SaaS domain
• Strong executive presence, communication skills, and ability to inspire and influence cross-functional teams
• Experience collaborating with Product, Marketing, and Sales to drive alignment and deliver on strategic goals
• A track record of building, mentoring, and scaling high-performing teams 
• Fluent in English and Spanish, with exceptional verbal and written communication skills is a plus

This role is based in the San Francisco Bay Area and the annual base salary range for this position is $163,200 to $234,600 USD + variable target

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

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 are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.