Senior Manager, GTM Tooling - job 1 of 2

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 70,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Frasers Group, Sunweb, Addison Lee,  DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Customer Service Suite (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system)

At Freshworks, we believe in building teams that drive change and empower people to grow - together. We're hiring an expert in Salestech with proven experience in CPQ, sales performance management, and revenue management platforms to join our GTM Tooling team. In this high-impact role, you will help lead the transition to Salesforce, replacing FreshSales across the organization. You'll have the opportunity to optimize sales processes across both enterprise and SMB segments, playing a key role in driving commercial success. You will lead transformative CRM strategies, collaborate with cross-functional teams, and ensure the seamless integration of third-party tools, ultimately driving sales productivity. This is your chance to make a meaningful impact, shape the future of our sales operations, and champion innovative solutions across the business. 

What you'll do: 

Lead Salesforce Implementation & CRM Strategy 

• Spearhead the design and implementation of Salesforce, aligning the platform with the unique needs of both our enterprise and SMB sales teams
• Own and drive the commercial decision-making processes related to CRM, ensuring scalability, efficiency, and effectiveness in our sales operations
• Champion a customer-centric approach to CRM that drives measurable results and long-term growth

Optimize Sales Processes & Drive Best Practices

• Partner with Sales and IT to evaluate, recommend, and implement sales processes that align with best practices and maximize ROI
• Be the decision-maker and trusted advisor on CRM priorities, acting as the tie-breaker to ensure alignment between IT and Sales for optimal outcomes
• Lead continuous process improvements to ensure that our sales teams are always equipped with the best tools for success

Integrate Tools & Build Strong Partnerships

• Develop and execute integration strategies for third-party tools, ensuring they work seamlessly with Salesforce to enhance sales productivity 
• Collaborate with external partners to ensure smooth integration, setting clear timelines and KPIs to track success and measure performance 

Stakeholder Engagement & Accountability

• Serve as the key liaison between IT and Sales, ensuring alignment on CRM functionality, timelines, and strategic objectives
• Engage cross-functional stakeholders, synthesizing decisions and ensuring mutual accountability for CRM outcomes
• Manage key relationships to ensure that everyone is aligned toward the same goals and expectations 

Drive ROI & Shape Strategic Development

• Regularly assess the value and ROI of Salesforce and related tooling investments, presenting findings and recommendations to leadership
• Develop and refine long-term CRM strategies, tooling enhancements, and integrations, creating a roadmap for future growth and scalability 
• Ensure that our investments continue to support business goals and drive the success of our sales teams

• 8+ years of hands-on experience with CRM implementation and management, with a strong focus on Salesforce
• Proven expertise in optimizing sales processes, CRM, and sales automation in both enterprise and SMB contexts
• Experience in managing and integrating third-party tools with Salesforce, ensuring that integrations enhance sales team productivity 
• Strong leadership and influencing skills, with a history of successfully delivering high-ROI CRM projects across multiple stakeholders
• Exceptional organizational, communication, and problem-solving abilities
• Strategic mindset with the ability to analyze complex data and make informed decisions
• Bachelor's degree in Business, Information Systems, or a related field

This role is based in the San Francisco Bay Area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

 $172,000 - $245,000 Base Salary

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 are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.