Freshworks

1 month ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead and optimize the post-sale operations for Freshworks’ Enterprise Success & Services, driving strategy, processes, and analytics across Professional Services, Customer Success, and Support. Own systems infrastructure, data governance, and KPIs to maximize customer outcomes, retention, and revenue in a global, matrixed SaaS environment.

Location: San Mateo

Workplace: Hybrid

Employment Type: Full time

Job Function: Revenue Operations (RevOps)

Seniority: Sr. Director level

Key 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.
•Promote efficiencies and customer focus across a complex, matrixed post-sale organization.
•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.
•Lead and execute the vision for success and services analytics, including defining a measurement framework and leading indicator metrics that deliver actionable insights.

Pay and Benefits

Salary: USD 270,000 - 330,000 annually

Key Requirements

•10+ years of experience in revenue operations, CS operations, services operations, or strategy roles within high-growth SaaS companies.
•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).
•Proven ability to work independently and take initiative in a fast-paced environment.
•Demonstrated experience leading cross-functional teams and developing innovative solutions for complex, ambiguous challenges.

Experience:10+ yearsSaaSCustomer successPost-sale operationsRevenue operations

Skills:SalesforceChurnZeroGainsightMavenlinkKantataFinancialForceZendeskSalesforce Service Cloud

Languages:English

Tech Stack:SalesforceChurnZeroGainsightMavenlinkKantataFinancialForceZendeskSalesforce Service Cloud

Company Brief

Freshworks

Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Freshworks

1 month ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: San Mateo

Workplace: Hybrid

Employment Type: Full time

Job Function: Revenue Operations (RevOps)

Seniority: Sr. Director level

Key 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.
•Promote efficiencies and customer focus across a complex, matrixed post-sale organization.
•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.
•Lead and execute the vision for success and services analytics, including defining a measurement framework and leading indicator metrics that deliver actionable insights.

Pay and Benefits

Salary: USD 270,000 - 330,000 annually

Key Requirements

•10+ years of experience in revenue operations, CS operations, services operations, or strategy roles within high-growth SaaS companies.
•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).
•Proven ability to work independently and take initiative in a fast-paced environment.
•Demonstrated experience leading cross-functional teams and developing innovative solutions for complex, ambiguous challenges.

Experience:10+ yearsSaaSCustomer successPost-sale operationsRevenue operations

Skills:SalesforceChurnZeroGainsightMavenlinkKantataFinancialForceZendeskSalesforce Service Cloud

Languages:English

Tech Stack:SalesforceChurnZeroGainsightMavenlinkKantataFinancialForceZendeskSalesforce Service Cloud

Company Brief

Freshworks

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor