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.
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
Our partner ecosystem drives 40% of Freshworks’ global revenue, and this role is critical to scaling that growth. We are seeking a Senior Manager, Partner & Technical Enablement, to lead the strategy and execution of enablement programs across our global partner ecosystem.
This role has evolved into a strategic leadership position responsible for the end-to-end lifecycle of partner education, curriculum design, and enablement content architecture. You will own the partner enablement roadmap, define learning strategy for both technical and non-technical partner audiences, and serve as the central point of accountability for how partners are onboarded, trained, and certified on Freshworks solutions.
In this role, you will partner closely with Product Marketing, Channel, Sales, and Enablement leaders to improve partner productivity, accelerate revenue, and strengthen customer outcomes. You will also lead high-priority platform initiatives, including the implementation of our new Partner Learning and Content System.
Key Responsibilities:
Partner Enablement Strategy & Leadership
- Own and evolve the global partner enablement strategy aligned to Freshworks’ go-to-market priorities.
- Define and manage the partner enablement roadmap, partnering with Product Marketing and Channel stakeholders to set requirements and drive strategic decision-making.
- Establish and track success metrics related to partner readiness, certification adoption, content engagement, and revenue influence.
- Identify gaps in partner capability and recommend scalable enablement solutions.
Curriculum & Program Development
- Lead the design and delivery of partner onboarding, certification, and continuous learning programs.
- Scope and build end-to-end e-learning curricula for both technical (SEs, consultants, delivery teams) and non-technical (sales, marketing leadership) partner roles.
- Architect role-based learning paths that support sellers, SEs, CSMs, and partner marketers.
- Drive adoption of sales plays, product updates, and competitive positioning across the partner ecosystem.
Content Architecture & Tools
- Own the partner enablement content architecture, including playbooks, pitch decks, battlecards, demo resources, and certification assets.
- Ensure all enablement content is current, high-impact, and easily discoverable through the partner portal.
- Continuously refine content based on partner feedback, performance data, and business priorities.
Team & Resource Oversight
- Provide strategic leadership and prioritization for two dedicated Instructional Designers with a dotted-line reporting relationship, who are responsible for building partner training assets.
- Act as the functional owner of partner learning experiences across systems and tools.
Strategic Communications & Stakeholder Management
- Draft and manage all partner-facing communications related to certifications, training programs, and learning milestones.
- Serve as the primary enablement point of contact for Channel and Partner leadership.
- Influence senior stakeholders across Product Marketing, Sales, Operations, and Enablement without formal authority.
Seismic Implementation & Platform Ownership
- Be an integral part of the strategic implementation of Seismic as our global Partner Learning and Content Management System.
- Gather and prioritize requirements from partner organizations, collaborating with the Seismic Administrator to co-design workflows, taxonomy, and governance frameworks.
- Own the enablement strategy and partner experience for the LMS/ CMS platform, while the Administrator manages day-to-day technical operations.
- Drive partner portal migration, adoption, and long-term platform strategy.
Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our Downtown Boston, MA office.
Qualifications
- 8-10+ years of experience in Partner Enablement, Sales Enablement, Technical Enablement, or related roles, with significant experience supporting partner or channel ecosystems.
- SaaS or enterprise software experience required; ITSM or CX industry experience preferred.
- Demonstrated success building scalable enablement programs with measurable business impact (e.g., certification rates, time-to-first deal, partner-sourced revenue uplift).
- Strong understanding of SaaS partner models and indirect revenue motions.
- Experience owning or leading LMS and CMS platforms; Seismic experience strongly preferred.
Additional Information
Please note: This is a hybrid role that will be based in Boston, MA, and requires an in-office presence three days per week (Tuesday - Thursday).
The annual base salary range for this position is $190,000 - $240,000 USD. This role is also eligible for a target bonus.
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.
