Job DescriptionThis role is the lead execution and strategic engine of the customer experience transformation initiatives across Freshworks' Global Customer Services (GCS) organization. This role partners directly with the VP of GCS to build and execute a world-class vision for customer experience transformation. Following GCS's recent consolidation under a unified 'From Go-Live to Growth' mission, the role designs and operates the operating rhythm, governance frameworks, and strategic planning processes for a ~500-person global team spanning Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer.
This is a high-leverage role for an inspirational leader who serves as a scale function for the global leader, bridging the services organization with Product and Engineering to align in-product improvements with operational efficiency, while championing Customer Success strategies that secure lasting adoption. The role does not manage a functional silo directly, but holds delegated authority to drive execution across the GCS leadership team, eliminate executive bottlenecks, and represent the VP in cross-functional forums with Sales, Finance, HR, and Product.
What This Role Owns- Cross-Functional Transformation Programs: Drives end-to-end execution on high-priority initiatives that bridge support and services with product efficiency and customer success strategy. Partners with functional leads and stakeholders (Finance, HR, Product, Sales) to clear roadblocks and accelerate milestones.
- Strategic Planning & Product-Services Alignment: Owns the process for setting GCS's priorities and goals across all functions. Synthesizes leadership input into one cohesive roadmap linking post-sales success with in-product improvements and adoption tracks.
- Executive Communications & Voice of GCS Transformation Progress: Supports and frequently authors high-impact communications, including ELT materials and team wide messaging.
- Organizational Single Source of Truth: Maintains a live portfolio view of every active GCS transformation initiative with clear owners and velocity.
Role Goals- Executive Leverage & Scale: Scales the VP's organizational reach as a trusted proxy in cross-functional forums, accelerating decisions and removing bottlenecks.
- Transformation Velocity: Drives timely execution of critical cross-functional initiatives.
- Operational Discipline & Governance: Runs operating rhythm and follow ups to ensure execution is on track.
Qualifications- 12+ years of experience in customer experience, SaaS operations, strategic planning, or transformation execution roles, ideally with exposure to Customer Success, Support, or Professional Services organizations.
- Customer experience domain knowledge - operating model fluency across Professional Services, Support, CS, Education, Adoption, and VoC, including how in-product changes affect the end-to-end customer experience
- Strategic planning & program execution - synthesizing functional priorities into one roadmap and running the governance/milestone tracking to actually deliver it
- Vision communication - articulating and evangelizing the CX transformation vision to both customers and internal stakeholders
- Executive communication & judgment - ELT-level narrative writing, plus knowing when to decide vs. escalate as the VP's proxy
- Cross-functional influence without authority - driving execution through Finance, HR, Product, and Sales peers who don't report to you
- SaaS/business acumen - fluency in NRR, ARR, retention, and gross margin, and how services economics tie to them
Additional InformationThe annual base salary range for this position is
$245,140 - $302,820 USD.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.
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.
