Head of Solution Engineering, Americas

Company Description

We’re on a mission to help every business struggling under the weight of bloated, over promised software. The kind that calls complexity “added value.” That force-fits teams with features they’ll never use. That measures implementation in months and results in years. We see you. Agents buried in clunky workflows. Leaders are fed up with legacy. Teams who deserve better.  There’s another way.

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

Freshworks is seeking a Senior Solution Engineering Director. This is a strategic role. How will you be successful in this role?

• Growth-Oriented Leadership: Come help cultivate a culture of trust, accountability, and continuous learning where teams feel empowered to challenge ideas, innovate, and contribute to strategic decisions.
• Vision & Strategy: Demonstrate executive-level strategic thinking with the ability to translate business objectives into scalable execution plans. Comfortable navigating ambiguity while leading organisational change.
• Customer-Centric Mindset: Champion the voice of the customer by establishing customer-focused goals, leveraging feedback to influence product and go-to-market strategy, and ensuring Solution Engineering is a strategic differentiator throughout the customer lifecycle.
• People-First Leadership: Invest deeply in developing leaders and high-performing teams, building strong succession pipelines, and fostering cross-functional partnerships. Recognized for attracting, developing, and retaining top talent while creating an inclusive, high-performance culture.
• Operational Excellence: Balance strategic leadership with disciplined execution. Effectively delegate operational responsibilities to develop leaders while maintaining focus on organisational alignment, business outcomes, and continuous improvement.

Who You Are

We welcome leaders from all backgrounds who bring varied perspectives and experience. You are a collaborative leader who values inclusivity, clear communication, and empathetic management. Whether you have followed a traditional leadership path or a unique professional journey, you bring practical problem-solving skills, a focus on team development, and a commitment to achieving goals together.

How will you be a success in this role and what does success look like?

This individual should be viewed as a strategic business leader who can elevate the Solutions Engineering function into a competitive advantage, aligning technical excellence with commercial outcomes while building an environment where exceptional talent thrives.

Qualifications

• Extensive experience leading Solutions Engineering / Solution Consulting organisations within high-growth SaaS environments.
• Proven success leading leaders of leaders, frontline managers, and elite individual contributors across multiple regions or business segments.
• Strong technical aptitude paired with exceptional business and financial acumen, enabling credible engagement with both executive buyers and technical stakeholders.
• Deep partnership with Sales leadership to drive account expansion, revenue growth, and customer success through consultative pre-sales engagement.
• Demonstrated ability to leverage AI and automation pragmatically, not as an end in itself, but to improve productivity, eliminate low-value work, and create additional capacity for Solution Engineering teams to focus on strategic customer engagement and revenue impact.
• A track record of building resilient, high-performing organisations with outstanding employee engagement and industry-leading talent retention.

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 $255,000 - $320,000 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 is 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.