Freshworks

Lead marketing intelligence and decision science to drive business performance and decision-making. | 12+ years in marketing analytics, decision science, and business intelligence in B2B SaaS with leadership experience. | 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. Job Description The Senior Director of Marketing Intelligence & Decision Science will lead the evolution of Freshworks’ marketing intelligence and performance ecosystem. This leader will transform how Marketing measures performance, generates insights, predicts outcomes, and drives decision-making across the business. This role combines executive-level business performance leadership with deep analytical, operational, and technical fluency. The ideal candidate will modernize measurement frameworks, establish scalable data and insight infrastructure, advance predictive and AI-driven capabilities, and enable the organization to make faster, smarter, and more proactive decisions. This leader will serve as a strategic partner across Marketing, Sales, Finance, RevOps, and Data/IT while helping shape the future operating model for GTM intelligence and performance management. Marketing Intelligence & Business Performance • Own the strategic measurement framework for Marketing performance across pipeline, bookings, funnel conversion, efficiency, and revenue contribution • Lead executive-level business performance reporting, insights, and storytelling across WBRs, QBRs, forecasting reviews, and strategic planning cycles • Translate complex performance trends into clear business narratives, risks, opportunities, and actionable recommendations • Establish proactive performance monitoring and early warning systems to identify emerging trends and business risks • Drive standardization and governance of KPIs, definitions, measurement methodologies, and reporting consistency across GTM Decision Science, Modeling & Advanced Analytics • Build and scale advanced analytics and decision science capabilities including predictive modeling, forecasting, segmentation, attribution, propensity scoring, experimentation, and scenario planning • Partner with Marketing and GTM leadership to improve investment allocation, funnel optimization, and performance predictability • Advance AI and machine learning applications across marketing intelligence, measurement, targeting, and operational decision support • Establish scalable experimentation and measurement frameworks to improve business decision-making and performance optimization • Drive adoption of data science and AI capabilities in practical, business-oriented ways Data Strategy & Intelligence Infrastructure • Partner closely with IT, Data Engineering, RevOps, and Business Systems teams to evolve scalable data architecture and trusted data foundations • Define the business logic, measurement strategy, semantic layers, and intelligence frameworks that power executive reporting and operational decision-making • Improve data quality, transparency, accessibility, and confidence across Marketing and GTM performance reporting • Help shape the future-state intelligence ecosystem across CRM, MAP, BI, CDP, warehouse, and AI platforms • Ensure scalable and sustainable infrastructure without duplicating or overstepping core IT ownership Operational Excellence & Business Rhythm Transformation • Evolve business operating rhythm support from reactive reporting toward proactive, insight-led performance management • Modernize WBR, MBR, and QBR processes to improve executive visibility, decision-making, accountability, and alignment • Drive automation and simplification of reporting, analytics, and business insight generation • Reduce dependency on manual reporting processes and fragmented data workflows • Build scalable frameworks that balance agility, rigor, and operational efficiency Leadership & Organizational Development • Build and lead a high-performing team spanning analytics, performance measurement, and decision science capabilities • Foster a culture of curiosity, experimentation, accountability, continuous improvement, and business partnership • Develop organizational capabilities in AI-enabled analytics, modern measurement practices, and data-driven decision-making • Influence cross-functional stakeholders at all levels of the organization through strong executive communication and partnership • Act as a strategic advisor to senior Marketing and GTM leadership Qualifications • 12+ years of experience across Marketing Analytics, Revenue Intelligence, Decision Science, GTM Strategy, Business Intelligence, or related disciplines within complex B2B SaaS or enterprise technology environments • Proven experience leading and modernizing high-performing analytics, intelligence, or performance measurement organizations • Strong experience building scalable measurement frameworks, forecasting models, attribution methodologies, experimentation programs, and executive performance reporting • Demonstrated ability to translate complex business and performance data into clear executive insights, recommendations, and action plans • Strong understanding of modern GTM and marketing data ecosystems including CRM, MAP, BI, CDP, data warehouse, and AI platforms • Experience partnering closely with Marketing, Sales, Finance, RevOps, IT, and Data Engineering teams to establish trusted data foundations and scalable intelligence infrastructure • Familiarity with advanced analytics, predictive modeling, segmentation, funnel optimization, and AI-enabled workflows and automation • Strong systems-thinking mindset with the ability to connect strategy, operations, data, technology, and business outcomes • Builder mentality with comfort operating in ambiguity, rolling up sleeves when needed, and leading teams through change • Exceptional executive communication and storytelling skills with the ability to influence senior stakeholders and represent business performance at the executive level • High business acumen with strong understanding of SaaS funnel mechanics, pipeline management, revenue models, and GTM performance drivers • Bachelor’s degree required; MBA preferred • Location: US-Boston, US-San Mateo Additional Information We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. The annual base salary range for this position is $255,000 - $315,000 Base Salary. 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. 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.

Lead marketing intelligence and decision science to drive performance measurement, insights, and decision-making. | 12+ years in marketing analytics or related fields, strong leadership, and experience with advanced analytics in B2B SaaS or enterprise tech. | 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. Job Description The Senior Director of Marketing Intelligence & Decision Science will lead the evolution of Freshworks’ marketing intelligence and performance ecosystem. This leader will transform how Marketing measures performance, generates insights, predicts outcomes, and drives decision-making across the business. This role combines executive-level business performance leadership with deep analytical, operational, and technical fluency. The ideal candidate will modernize measurement frameworks, establish scalable data and insight infrastructure, advance predictive and AI-driven capabilities, and enable the organization to make faster, smarter, and more proactive decisions. This leader will serve as a strategic partner across Marketing, Sales, Finance, RevOps, and Data/IT while helping shape the future operating model for GTM intelligence and performance management. Marketing Intelligence & Business Performance • Own the strategic measurement framework for Marketing performance across pipeline, bookings, funnel conversion, efficiency, and revenue contribution • Lead executive-level business performance reporting, insights, and storytelling across WBRs, QBRs, forecasting reviews, and strategic planning cycles • Translate complex performance trends into clear business narratives, risks, opportunities, and actionable recommendations • Establish proactive performance monitoring and early warning systems to identify emerging trends and business risks • Drive standardization and governance of KPIs, definitions, measurement methodologies, and reporting consistency across GTM Decision Science, Modeling & Advanced Analytics • Build and scale advanced analytics and decision science capabilities including predictive modeling, forecasting, segmentation, attribution, propensity scoring, experimentation, and scenario planning • Partner with Marketing and GTM leadership to improve investment allocation, funnel optimization, and performance predictability • Advance AI and machine learning applications across marketing intelligence, measurement, targeting, and operational decision support • Establish scalable experimentation and measurement frameworks to improve business decision-making and performance optimization • Drive adoption of data science and AI capabilities in practical, business-oriented ways Data Strategy & Intelligence Infrastructure • Partner closely with IT, Data Engineering, RevOps, and Business Systems teams to evolve scalable data architecture and trusted data foundations • Define the business logic, measurement strategy, semantic layers, and intelligence frameworks that power executive reporting and operational decision-making • Improve data quality, transparency, accessibility, and confidence across Marketing and GTM performance reporting • Help shape the future-state intelligence ecosystem across CRM, MAP, BI, CDP, warehouse, and AI platforms • Ensure scalable and sustainable infrastructure without duplicating or overstepping core IT ownership Operational Excellence & Business Rhythm Transformation • Evolve business operating rhythm support from reactive reporting toward proactive, insight-led performance management • Modernize WBR, MBR, and QBR processes to improve executive visibility, decision-making, accountability, and alignment • Drive automation and simplification of reporting, analytics, and business insight generation • Reduce dependency on manual reporting processes and fragmented data workflows • Build scalable frameworks that balance agility, rigor, and operational efficiency Leadership & Organizational Development • Build and lead a high-performing team spanning analytics, performance measurement, and decision science capabilities • Foster a culture of curiosity, experimentation, accountability, continuous improvement, and business partnership • Develop organizational capabilities in AI-enabled analytics, modern measurement practices, and data-driven decision-making • Influence cross-functional stakeholders at all levels of the organization through strong executive communication and partnership • Act as a strategic advisor to senior Marketing and GTM leadership Qualifications • 12+ years of experience across Marketing Analytics, Revenue Intelligence, Decision Science, GTM Strategy, Business Intelligence, or related disciplines within complex B2B SaaS or enterprise technology environments • Proven experience leading and modernizing high-performing analytics, intelligence, or performance measurement organizations • Strong experience building scalable measurement frameworks, forecasting models, attribution methodologies, experimentation programs, and executive performance reporting • Demonstrated ability to translate complex business and performance data into clear executive insights, recommendations, and action plans • Strong understanding of modern GTM and marketing data ecosystems including CRM, MAP, BI, CDP, data warehouse, and AI platforms • Experience partnering closely with Marketing, Sales, Finance, RevOps, IT, and Data Engineering teams to establish trusted data foundations and scalable intelligence infrastructure • Familiarity with advanced analytics, predictive modeling, segmentation, funnel optimization, and AI-enabled workflows and automation • Strong systems-thinking mindset with the ability to connect strategy, operations, data, technology, and business outcomes • Builder mentality with comfort operating in ambiguity, rolling up sleeves when needed, and leading teams through change • Exceptional executive communication and storytelling skills with the ability to influence senior stakeholders and represent business performance at the executive level • High business acumen with strong understanding of SaaS funnel mechanics, pipeline management, revenue models, and GTM performance drivers • Bachelor’s degree required; MBA preferred • Location: US-Boston, US-San Mateo Additional Information We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. The annual base salary range for this position is $255,000 - $315,000 Base Salary. 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. 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.

Lead employee relations agenda focusing on complex case management and organizational health across US and Europe. | 8+ years progressive employee relations experience including senior-level in tech/software, bachelor's degree, expertise in US employment law, knowledge of European labor regulations. | 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. Job Description The Freshworks People team shapes experiences that maximize the potential of our people. Based in San Mateo (HQ), this Senior Manager, Employee Relations role is a key member of our global ER leadership team, owning the employee relations agenda across the United States and Europe. You will co-create ER strategy alongside our global ER leadership, bringing a unique lens and deep cross-cultural fluency to how we build a high-trust, high-performance culture. We are re-imagining Employee Relations for today’s world — how we handle workplace conflicts, how we take a more proactive, data-driven approach to organisational health, and how we teach employees to share diverse points of view with respect. At Freshworks, we believe we are stronger together. What You’ll Bring BS/BA degree required; JD or advanced HR qualification a plus. 7+ years of relevant experience in employee relations, workplace conflict, and performance management, with meaningful exposure to both European and US employment environments. Proven experience operating as an ER practitioner at a senior level, with the ability to execute independently while contributing to broader global strategy. Demonstrated ability to attract, develop, and inspire talent; experience managing or mentoring ER team members or HR colleagues. Fresh, innovative, and data-driven thinking applied to complex, long-standing ER challenges — with a growth mindset and a track record of high-impact outcomes. Strong business and people acumen, with excellent consulting, conflict resolution, and facilitation skills across diverse cultural contexts. In-depth understanding of diversity, equity, and inclusion issues and their application to employee relations practice. Knowledge of UK and European employment law (including but not limited to GDPR, works council obligations, and country-specific labour laws across the EU) highly desired. Proficient in US employment law (ADA, ADEA, FMLA). Knowledge of additional markets (Canada, India, Israel, Australia) is an advantage. Collaborative, influential, and decisive — able to lead and partner at all levels of the organisation while keeping stakeholders informed. Comfort with HR technology and case management tools (e.g. Salesforce, ServiceNow, Smartsheet); operational rigour in everything you do. How You Will Lead Co-create ER strategy with the global ER leadership team, ensuring alignment and consistency across the US and other regions. Own the day-to-day ER agenda for Europe and the United States — from complex case management to coaching managers and HR Business Partners on handling workplace issues with confidence and consistency. Build capability across the broader People organization on conflict resolution, mediation, restorative justice, and bias-aware decision-making. Partner with the global ER team to re-imagine how we address performance concerns, involuntary exits, and organisational changes — grounded in principle, designed for people, and executed with operational excellence. Serve as a trusted expert on organizational health issues: gaps in belonging and trust, manager-employee conflicts, and behaviours that do not align to Freshworks’ values or DEI commitments. Ensure governance and compliance with employment policies and practices across the US and Europe, including interpretation and application of relevant laws, regulations, and corporate policy. Work closely with HR Business Partners, Talent Development, Total Rewards, and Legal to deliver coordinated, seamless support on ER matters. Drive accountability through strong case management practices, meaningful metrics, and a continuous improvement mindset. Partner with Legal to navigate works councils, trade unions, and local consultation requirements in European markets. Qualifications Education & Experience Education: Bachelor’s degree in Human Resources, Business, or related field required; JD, Master’s in HR/Labor Relations, or advanced HR certifications (e.g., SPHR, SHRM-SCP) desired. Relevant Experience: 8+ years of progressive, direct experience in Employee Relations, Workplace Investigations, and Performance Management, including at least 3+ years in a senior/lead capacity within a fast-paced, matrixed tech company or enterprise software environment. Cross-Border Expertise: Hands-on operational experience managing ER matters across both US and European jurisdictions (specifically UK, Germany, France, or Netherlands). Legal & Compliance Mastery US Employment Law: Deep expertise in US federal, state, and local employment laws and regulations (including FMLA, ADA/ADAAA, ADEA, Title VII, FLSA, FEHA, and state-specific leave/separation mandates). European Labor Relations: Working knowledge of European employment legislation, GDPR compliance as applied to workplace investigations, and practical experience navigating European Works Councils (EWCs), trade unions, and local statutory consultation processes. Execution & Strategic Leadership Investigation Expertise: Proven track record of independently conducting, managing, and documenting complex, high-risk workplace investigations (e.g., harassment, discrimination, executive-level misconduct, retaliation) with discretion and objectivity. Data & HR Tech Literacy: Comfortable leveraging HR technology and ER case management platforms. Demonstrated ability to analyze ER trends, case metrics, and workplace data to proactively identify root causes and recommend systemic solutions. People Leadership & Capability Building: Strong track record of coaching HR Business Partners (HRBPs) and managers on conflict resolution, mediation, restorative justice, and bias-aware decision-making. Stakeholder Influence & Business Acumen: Outstanding consulting, negotiation, and conflict management skills with a proven ability to challenge, advise, and partner effectively with cross-functional partners (Legal, DEI, Total Rewards, Business Leaders) at all levels of the organization. Additional Information We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. The annual base salary range for this position is $203,490 - $251,370 Base Salary. This role is also eligible for bonus compensation. 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. 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. Compensation: USD 203490 - USD 251370 - yearly