Manager - Solution Engineering

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. 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 74,000 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 looking for an exceptional Manager of Solutions Engineering to lead our Enterprise Solutions Engineering team in North America, focused on organizations with 1,000 to 5,000 employees. This is a high-impact leadership role responsible for developing and scaling a team of Solutions Engineers who partner with customers throughout their digital transformation journey. You will play a critical role in driving revenue growth, increasing win rates, accelerating adoption of AI-powered solutions, and helping customers realize the value of modern IT service management. We're looking for a leader who thrives at the intersection of technology, business strategy, and people development. Someone who can coach teams to excellence, influence executive stakeholders, and help shape the future of our go-to-market motion. What you’ll do Lead and develop a high-performing team of Solutions Engineers supporting Manufacturing, SLED, and Canada, including hiring, onboarding, coaching, performance management, and career development. Foster a culture of accountability, collaboration, and continuous growth while helping the team achieve ambitious business goals. Partner closely with Sales leadership to develop and execute industry-specific and regional go-to-market strategies, drive pipeline growth, improve win rates, and support new business, expansion, and cross-sell opportunities across key vertical markets. Serve as a player-coach by actively participating in strategic customer engagements, executive presentations, discovery workshops, and complex solutioning. Help your team solve industry-specific business challenges and demonstrate the value of Freshservice, including ITSM, ITOM, ITAM, Enterprise Service Management, and AI-powered capabilities. Drive operational excellence through resource planning, performance analysis, and the development of scalable processes, playbooks, and best practices that improve team effectiveness and business outcomes across diverse markets. Act as a trusted advisor to Sales, Product, and executive leadership by providing insights into customer needs, industry trends, competitive dynamics, pipeline health, and product requirements. Champion the voice of the customer and help shape the future direction of the Freshservice platform. Qualifications 3+ years of experience leading Solutions Engineering teams, preferably within ITSM, ITOM, ITAM, Enterprise Service Management, or related technologies. Proven track record of engaging CIOs and senior IT leaders, driving strategic conversations, and influencing executive decision-making. 7-10 years of relevant experience in enterprise software, pre-sales, or solution consulting. Demonstrated ability to hire, coach, and develop high-performing technical teams. Experience building scalable programs, processes, and go-to-market motions in a high-growth environment. Strong understanding of value-based selling, business discovery, and executive storytelling. Exceptional communication skills with the ability to influence stakeholders across Sales, Product, Customer Success, and executive leadership. Passion for technology and helping shape product direction through customer and market feedback. Experience with AI, automation, or digital transformation initiatives is a plus. Bachelor's degree preferred but not required. Additional Information The annual salary range for this position is $159,205 — $196,665 USD + Commissions Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available. 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 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.