Global CX Transformation Leader

Freshworks; San Mateo; On-site; PHP 15,113,000 - 18,670,000; Full time

Benefits offered by this job

Dental, medical, vision, disability &

Equity + ESPP

Flexible PTO

Flexible spending

Commuter benefits

Wellness benefits

Adoption and parental leave

Job summary

Freshworks is seeking a senior customer-experience transformation leader within Global Customer Services to partner with the VP and shape a world-class CX transformation. The role designs operating rhythms, governance, and planning for a ~500-person global team spanning Professional Services, Support, CS, Education, Adoption, and VoC.

The role bridges services with Product and Engineering to improve in-product experiences while driving adoption and operational efficiency, acting as the VP's

Qualifications

• 12+ years of experience in customer experience, SaaS operations, strategic planning, or transformation execution roles.
• Customer experience domain knowledge across Professional Services, Support, CS, Education, Adoption, and VoC.
• Strategic planning & program execution - synthesize priorities into one roadmap and governance.
• Vision and executive communication to customers and internal stakeholders
• Cross-functional influence without direct authority; driving execution with Finance, HR, Product and Sales
• SaaS/business acumen - NRR, ARR, retention, and gross margin alignment with services

Responsibilities

• Drive end-to-end transformation initiatives bridging support and services with product efficiency and customer success.
• Own the process for setting GCS priorities and goals across functions, linking post-sales success with in-product improvements.
• Author high-impact communications including ELT materials and team-wide messaging.
• Maintain a live portfolio view of active GCS transformation initiatives with clear owners.
• Scale the VP's reach by acting as proxy in cross-functional forums to accelerate decisions.
• Run operating rhythm and governance to ensure on-track execution.

Skills

Leadership

Strategic planning

Cross-functional collaboration

Executive communication

SaaS operations

Job description

Freshworks is seeking a senior customer-experience transformation leader within Global Customer Services to partner with the VP and shape a world-class CX transformation. The role designs operating rhythms, governance, and planning for a ~500-person global team spanning Professional Services, Support, CS, Education, Adoption, and VoC.

The role bridges services with Product and Engineering to improve in-product experiences while driving adoption and operational efficiency, acting as the VP's