Director - GTM Systems Architecture

Job Description

Job Description

Company Description

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Freshworks is looking for a strategic, systems-minded leader to architect the future of our global Go-to-Market operating model.

As Director, GTM Systems Architecture, you'll sit at the intersection of business strategy, process design, data, and technology. Your role is not simply to optimize our systems— to define how our commercial organization should operate and design the technology architecture that enables it.

You'll partner closely with leaders across Sales, Marketing, Customer Success, Finance, Product, IT, and Engineering to translate business strategy into scalable operating models, connected workflows, and modern technology capabilities. Working across Salesforce and the broader GTM technology ecosystem, you'll ensure our platforms, data, integrations, and AI-enabled workflows evolve together to create a simpler, smarter, and more scalable commercial engine.

This role defines the architectural direction for our GTM ecosystem while partnering closely with CRM Operations, IT, GTM Tech Operations, and AI Operations to bring that vision to life. Success requires systems thinking, strong business acumen, technical depth, and the ability to influence across functions without direct ownership of implementation teams.

What You'll Do

Design the Future of our GTM Operating Model

• Translate business strategy into scalable business capabilities, processes, and technology architecture.
• Design future-state operating models that simplify how our commercial teams work while improving customer and employee experiences.
• Identify opportunities to eliminate complexity, standardize processes, and improve productivity across the customer lifecycle.
• Partner with executive stakeholders to shape how Freshworks evolves its GTM organization over time.

Define our GTM Technology Architecture

• Own the long-term architectural vision and roadmap for the GTM technology ecosystem.
• Design how Salesforce and adjacent platforms work together as a connected commercial platform.
• Define scalable approaches for data, integrations, automation, and platform interoperability.
• Evaluate new technologies and recommend investments that support business priorities and long-term scalability.

Build an AI-Ready Commercial Platform

• Design technology capabilities that enable intelligent automation, AI-powered workflows, and future AI innovations across the GTM organization.
• Partner with AI Operations to ensure AI initiatives are supported by scalable systems, trusted data, and connected workflows.
• Ensure platform and process decisions position Freshworks to rapidly adopt emerging AI capabilities.

Drive Architecture Governance

• Establish architecture principles, design standards, and governance practices across the GTM technology landscape.
• Reduce technical debt through platform rationalization, simplification, and standardization.
• Balance business agility with long-term maintainability when making architectural decisions.
• Serve as a trusted advisor on commercial technology strategy and investment decisions.

Partner Across the Organization

• Partner with CRM Operations to translate architectural vision into scalable platform configurations and ongoing platform governance.
• Partner with IT to align enterprise standards, security, integrations, and implementation priorities.
• Collaborate with Revenue Operations, Enablement, Analytics, and Business Systems teams to ens