Sr. Manager - Solution Engineering Verticals

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 74,000 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. Freshworks is looking for an exceptional Senior Manager of Solutions Engineering to lead our North America Verticals Solutions Engineering team, supporting Manufacturing, State & Local Government, Education (SLED), and Canada. This is a highly strategic leadership role responsible for developing and scaling a team of Solutions Engineers who partner with customers to modernize service operations, improve employee experiences, and accelerate digital transformation initiatives. You will play a critical role in driving revenue growth, increasing win rates, expanding industry expertise, and helping customers realize the value of AI-powered service management. We're looking for a leader who thrives at the intersection of technology, business strategy, industry expertise, and people development. Someone who can coach teams to excellence, influence executive stakeholders, and build go-to-market motions that help Freshworks win in key growth markets. What you’ll do Lead and develop a high-performing team of Enterprise Solutions Engineers, including hiring, onboarding, coaching, performance management, and career development. Foster a culture of accountability, collaboration, and continuous growth while helping the team achieve ambitious business goals. Partner closely with Sales leadership to build and execute territory and go-to-market strategies, drive pipeline growth, improve win rates, and support new business, expansion, and cross-sell opportunities across organizations with 1,000–5,000 employees. Serve as a player-coach by actively participating in strategic customer engagements, executive presentations, discovery workshops, and complex solutioning. Help your team solve challenging business problems and demonstrate the value of Freshservice, including ITSM, ITOM, ITAM, and AI-powered capabilities. Drive operational excellence through resource planning, performance analysis, and the development of scalable processes, playbooks, and best practices that improve team effectiveness and business outcomes. Act as a trusted advisor to Sales, Product, and executive leadership by providing insights into customer needs, market trends, competitive dynamics, pipeline health, and product requirements. Champion the voice of the customer and help shape the future direction of the Freshservice platform. 5+ years of experience leading Solutions Engineering teams, preferably within ITSM, ITOM, ITAM, Enterprise Service Management, or related technologies. Proven track record of engaging CIOs and senior IT leaders, driving strategic conversations, and influencing executive decision-making. 10+ years of relevant experience in enterprise software, pre-sales, or solution consulting. Demonstrated ability to hire, coach, and develop high-performing technical teams. Experience leading specialized teams, vertical markets, or regional go-to-market motions is highly desirable. Experience supporting Manufacturing, Public Sector, Education, or other regulated industries is highly desirable. Experience building scalable programs, processes, and go-to-market strategies in a high-growth environment. Strong understanding of value-based selling, business discovery, and executive storytelling. Exceptional communication skills with the ability to influence stakeholders across Sales, Product, Customer Success, and executive leadership. Passion for technology and helping shape product direction through customer and market feedback. Experience with AI, automation, or digital transformation initiatives is a plus. Bachelor's degree preferred but not required. The annual salary range for this position is $192,865 — $2238,245 USD + Commissions 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. 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.