Company Description

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

Job Description

The Senior Director, GTM Strategy & Operations will lead strategy, planning, and operational execution for our Sales and Global Support/Customer Success organizations.

Reporting to the SVP of Revenue Strategy & Operations, this role will serve as a strategic partner to Sales and Customer Success leadership, helping translate business priorities into operational plans, scalable processes, and measurable outcomes.

This leader will oversee day-to-day GTM operations, drive annual planning, deliver actionable insights, and ensure operational rigor across Sales Development, Commercial Sales, Support, Solution Engineering, and Customer Success functions.

This is a high-impact role requiring strong cross-functional collaboration, analytical depth, and operational leadership in a fast-growing SaaS environment.

Key Responsibilities

Strategic Planning & Business Partnership

• Partner with Sales and Customer Success leadership to support annual planning, territory design, capacity modeling, Sales Forecasting and target setting.

• Translate company objectives into clear GTM operating plans and execution roadmaps.

• Drive quarterly business reviews and ongoing performance management rhythms.

GTM Operations Leadership

• Lead end-to-end operational support for Sales and Support organizations.

• Ensure clear operating cadences, pipeline management rigor, and forecast discipline.

• Identify process improvement opportunities to increase productivity and customer outcomes.

Revenue & Performance Optimization

• Establish KPIs and dashboards across sales, support, and customer success.

• Provide actionable insights on pipeline health, conversion, productivity, retention, and expansion.

• Partner with Finance on budgeting, headcount planning, and performance tracking.

Cross-Functional Alignment

• Collaborate closely with Finance, HR, Marketing Ops, Enablement, IT, and Product teams to ensure alignment on systems, incentives, and operating processes.

• Drive consistency across tools, reporting, and workflows supporting the end-to-end customer journey.

Team Leadership

• Lead and develop a high-performing GTM Strategy & Operations team.

• Build strong second-line leaders and foster a culture of accountability, collaboration, and continuous improvement.

Qualifications

• 15–18+ years of experience in Strategy, Revenue Operations, Sales Operations, or Business Operations in a SaaS environment

• Proven experience partnering with Sales and/or Customer Success leadership

• Strong understanding of pipeline management, forecasting, territory planning, and GTM performance metrics

• Experience leading multi-functional or regional operations teams

• Strong executive communication skills with ability to influence senior stakeholders

• Demonstrated ability to operate in a fast-paced, global organization

• Bachelor’s degree in Business, Engineering, or related field; MBA preferred but not required

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. 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. Fresh vision. Real impact. Come build it with us.