Sr. Director, Global Customer Services Operations

Job description

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 As Senior Director – Enterprise Success & Services Operations, you will lead critical cross-functional initiatives and drive the strategy, execution, and continuous improvement of our post-sale organization — spanning Professional Services, & Customer Success. Reporting to the VP of Revenue Operations, and business partnering with the VP of Enterprise Success and Services, you will serve as a key operational partner, translating business priorities into scalable processes and actionable insights. This role requires close collaboration with Senior Leadership across Sales, Finance, Product, and Engineering. You will optimize post-sale delivery processes, implementing best practices to maximize efficiency, customer outcomes, and revenue retention. You will also lead a high-performing operations team, fostering professional development and operational excellence. Central to this role is ownership of the tools and systems ecosystem — ensuring the organization has the infrastructure, data governance, and visibility needed to make confident decisions across the customer lifecycle. The role includes identifying and implementing scalable solutions to support business expansion and improve team productivity. Success in this position requires strong leadership, analytical expertise, deep domain knowledge of Professional Services, Customer Success, and Support operations, and hands-on fluency with the systems that power them — within SaaS organizations. 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 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. 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. Qualifications 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. Strong business and financial acumen with an understanding of services delivery, customer success methodologies, support operations, and project management in the SaaS industry. Ability to thrive in a global, matrixed organization and collaborate effectively across Sales, Marketing, Product, and Finance functions. Skilled at delivering clear, concise, and reliable analysis and insights to stakeholders. Experience developing and tracking metrics, measuring KPIs such as NRR, CSAT, time-to-value, and utilization, and translating insights into actionable strategies. Data-driven decision-maker with a strong analytical foundation and the ability to provide strategic guidance. Proven ability to manage multiple priorities simultaneously and drive complex projects to completion. The Successful Candidate 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. Is a creative, hands-on problem solver capable of making thoughtful, strategic decisions. Thrives in dynamic, fast-changing environments and can effectively manage ambiguity. Balances a bias for action with meticulous attention to detail. Adapts quickly to evolving business needs and priorities. Communicates effectively, both verbally and in writing, with experience presenting to senior leadership. Additional Information We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. The annual base salary range for this position is $270,000 - $330,000 Base Salary. This role is also eligible for variable compensation. 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. 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.