Senior Manager, GTM Tooling

Company Description

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 software that is affordable, quick to implement, and designed for the end user. Headquartered inSan Mateo, California,Freshworks has a global team operating from13 global locationsto serve more than 65,000 companies -- from startups to public companies - that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks' cloud-based software suite includesFreshdesk(omnichannel customer support),Freshsales(sales automation),Freshmarketer(marketing automation),Freshservice(IT service desk), Freshchat(AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, and Bloomberg, and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Freshworks is looking for a highly skilled Senior Manager to join our GTM Tooling team. In this role, you will lead and manage our Salesforce implementation, replacing FreshSales across our organization. This role will be pivotal in driving commercial decision-making and optimizing the sales process across both enterprise and SMB segments. Acting as the bridge between IT and Sales, you will ensure end-to-end accountability, alignment on business goals, and ROI in CRM strategies and integrations.

Key Responsibilities:

Salesforce Implementation & CRM Strategy

• Lead the design and implementation of Salesforce, aligning the platform to business needs across enterprise and SMB sales processes
• Own the commercial decision-making processes related to CRM to ensure efficiency, effectiveness, and scalability in sales operations

Sales Process Optimization

• Partner closely with Sales and IT to analyze, recommend, and drive end-to-end sales processes with a focus on best practices and ROI
• Act as a tie-breaker on commercial decisions to align IT and Sales on CRM priorities and desired outcomes

Integrations & Partnerships

• Develop and implement integration strategies for third-party tools, ensuring they align seamlessly with Salesforce and enhance overall sales productivity
• Collaborate with partners to manage and evolve the integrations, setting clear timelines and KPIs

Stakeholder Management & Accountability

• Work as the commercial intermediary between IT (PMO responsibility) and the Sales organization, synthesizing decisions and outcomes for mutual accountability
• Engage stakeholders across departments to align on CRM functionality, timelines, and overall GTM goals

Drive ROI and Strategic Development

• Continuously assess and communicate the value and ROI of Salesforce and related tooling investments
• Develop and refine ongoing strategies for CRM, sales tooling enhancements, and integrations, creating a roadmap for future improvements and scalability

Please note this is a hybrid role with onsite expectations of 3x/ week (Tue - Thur) from our San Mateo office.

Qualifications

• 8+ years of experience in CRM implementation and management, with a strong background in Salesforce
• Deep understanding of sales processes, CRM, and sales automation in both enterprise and SMB contexts
• Proven experience in managing and integrating third-party tools with Salesforce
• Ability to influence and align cross-functional teams, with a track record of delivering high-ROI CRM projects
• Exceptional organizational, communication, and problem-solving skills
• Strategic thinker with the ability to synthesize complex information and make data-driven decisions
• Bachelor's degree in Business, Information Systems, or a related field; advanced degree a plus

Additional Information

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.