Director, Mid-Market Sales - job 2 of 3

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 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.

We are seeking an accomplished Director, Mid-Market Sales to lead and execute Freshworks' strategy for the mid-market segment (500-1000 employees). As a key leader within the sales organization, you will oversee the growth and performance of the mid-market sales team, driving scalable solutions and fostering a culture of excellence. This role is ideal for a dynamic first-line leader with a customer-first mindset who excels in a fast-paced, results-driven environment. 

Key Responsibilities: 

• Strategic Execution: Develop and implement a mid-market sales strategy aligned with company objectives, focusing on growth and scalability. Identify and pursue market opportunities to drive predictable, sustainable revenue. 
• Customer-Centric Sales Management: Ensure the team delivers tailored solutions for mid-market customers (500 - 1,000 employees) with a focus on operational efficiency and quality customer engagements. Serve as an executive contact for key accounts, providing support for complex customer needs and driving retention. 
• Operational Rigor: Define and track KPIs to ensure the achievement of revenue and performance targets for the mid-market segment. Use data-driven insights to enhance sales motions, optimize pipeline management, and increase win rates. 
• Team Leadership and Development: Lead and develop a high-performing sales team by recruiting, mentoring, and retaining top talent. Foster a collaborative and inclusive team culture, empowering individuals to excel and innovate. 
• Cross-Functional Collaboration: Work closely with marketing, product, and customer success teams to align on go-to-market strategies and ensure a seamless customer experience. Advocate for mid-market customer needs, ensuring internal teams prioritize solutions that meet customer expectations. 

Please note this is a hybrid role with onsite expectations of 3x/week (Tue-Thur) from our San Mateo, CA headquarters. 

• 10+ years of experience in SaaS, ITSM, or EX sales, with at least 3 years in a leadership role managing teams
• Proven track record of driving growth within mid-market sales and delivering results in a high-growth environment
• Strong understanding of SaaS and ITSM solutions, with experience addressing the unique requirements of mid-market customers 
• Experience with EX tools, especially in onboarding and engagement for mid-sized companies
• Ability to inspire creativity and innovation within a team by encouraging calculated risks and continuously driving improvements to processes and products
• Proven experience in embedding customer needs into strategic planning and advocating for excellence throughout the customer journey to drive exceptional service and satisfaction
• Strong leadership capabilities with a track record of effectively communicating a clear vision for business growth, particularly in the mid-market segment, while aligning team efforts to achieve long-term objectives
• Demonstrated success in establishing accountability and maintaining operational efficiency to ensure the consistent delivery of high-quality results and performance
• Skilled in mentoring and coaching team members, fostering a supportive and inclusive work environment, and promoting career growth through personalized development plans 

This role is based in the San Francisco Bay Area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs, and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. 

Compensation Package

$206,000 - $296,000 Base Salary. This role is also eligible for variable compensation. 

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.