Senior Director - Global Customer Experience Channel Sales

Global Channel Sales Leader - CX

Company Description

About Freshworks

At Freshworks, we build uncomplicated service software that helps businesses deliver exceptional customer and employee experiences. Trusted by over 70,000 businesses globally, Freshworks combines powerful capabilities with ease of use, helping organizations accelerate growth, improve productivity, and drive customer success.

As we continue to expand our enterprise footprint, partnerships are becoming an increasingly important lever for growth. We are seeking a Senior Director, Global CX Channel Sales to help scale our Customer Experience (CX) business through a high-performing partner ecosystem.

Job Description

Key Responsibilities

Drive Global CX Partner Revenue Growth

• Own global channel sales performance for Freshworks' Customer Experience business.

• Deliver partner-sourced, partner-influenced, and co-sell revenue targets across regions.

• Develop and execute annual and multi-year channel growth plans aligned with business objectives.

• Drive increased channel contribution to pipeline, bookings, and enterprise customer acquisition.

• Establish predictable partner-generated revenue streams and scalable growth motions.

Build & Scale the CX Partner Ecosystem

• Develop and expand a high-performing network of channel partners including:

  • Regional System Integrators (RSIs)

  • Value-Added Resellers (VARs)

  • Managed Service Providers (MSPs)

  • Strategic consulting and implementation partners

  • Technology and marketplace partners

• Recruit, activate, and scale partners aligned with Freshworks' enterprise and mid-market growth priorities.

• Build partner segmentation, coverage, and engagement models to maximize productivity and market reach.

• Create joint business plans with strategic partners and drive accountability against growth commitments.

Lead Co-Sell & Go-to-Market Execution

• Build repeatable partner-assisted sales motions across key regions.

• Partner closely with regional sales leaders to embed partners into strategic opportunities and enterprise accounts.

• Drive joint pipeline creation, account planning, and market development initiatives.

• Improve win rates, deal velocity, and market penetration through effective partner engagement.

• Support large and strategic opportunities requiring partner-led implementation or transformation capabilities.

Partner Enablement & Success

• Establish scalable onboarding, enablement, and certification programs.

• Improve partner readiness across sales, pre-sales, implementation, and customer success motions.

• Define partner success metrics and performance frameworks.

• Ensure partners have clear value propositions, growth opportunities, and paths to profitability within the Freshworks ecosystem.

• Deliver a simple, frictionless partner experience aligned with Freshworks' customer-first philosophy.

Cross-Functional Leadership

• Partner with Sales leadership on territory planning, account coverage, pipeline generation, and forecasting.

• Collaborate with Marketing to execute partner marketing and demand generation programs.

• Work with Product, Solutions Engineering, and Customer Success teams to support solution adoption and customer outcomes.

• Influence regional business strategies through partner insights and market feedback.

• Drive alignment across stakeholders to ensure partners are effectively integrated into the CX go-to-market motion.

Team Leadership & Operational Excellence

• Lead and develop a high-performing global channel sales team.

• Establish rigorous operating cadences including forecasting, pipeline reviews, business reviews, and performance management.

• Develop future leaders and build organizational capability to support long-term scale.

• Implement metrics, dashboards, and governance frameworks to measure partner effectiveness and ROI.

Qualifications

Ideal Candidate Profile

Experience

• 18–25 years of experience in enterprise software, SaaS, cloud, or technology sales.

• 10+ years of leadership experience in channel sales, partner management, alliances, or ecosystem development.

• Strong experience within Customer Experience software, including areas such as:

  • Customer Service

  • CRM

  • Contact Center / CCaaS

  • Conversational AI

  • Customer Engagement Platforms

  • CX Transformation Solutions

• Demonstrated success driving partner-led revenue growth in the range of $50M–$150M+ in partner-sourced or partner-influenced business.

• Proven experience building and scaling global or multi-regional partner ecosystems.

• Strong understanding of enterprise sales motions, partner economics, and SaaS business models.

• Experience working across North America, EMEA, APAC, and strategic growth markets is preferred.

Leadership & Skills

• Strategic thinker with strong operational rigor and execution discipline.

• Commercially driven leader with a proven record of delivering revenue outcomes.

• Strong executive presence with the ability to influence senior internal and external stakeholders.

• Data-driven decision maker with expertise in forecasting, pipeline management, and business planning.

• Builder mindset with experience creating scalable programs, processes, and teams.

• Excellent collaboration and stakeholder management capabilities.

Culture Add

• Embodies Freshworks' values of customer obsession, simplicity, accountability, and continuous improvement.

• Collaborative, low-ego leader who builds trust and credibility across functions.

• Passionate about creating leverage through partnerships and ecosystem-driven growth.

• Thrives in fast-paced, high-growth, and evolving environments.

Additional Information

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.

Experience Level

Executive Level