Chief of Staff, Customer & Marketing Officer

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

As the Chief of Staff for our Chief Customer and Marketing Officer (CCMO), you will be instrumental in shaping the growth trajectory of our customer-centric Integrated Customer Growth organization. This organization’s scope includes global marketing, SMB, commercial sales (including expansion), global digital implementation, and global support.

The successful candidate will be incredibly curious and demonstrate an outsized desire to constantly raise the bar to accelerate impact. Strategy development, driving transformation initiatives, goal setting, establishing an effective operating rhythm, and ensuring an extraordinary employee experience are the central pillars of this critical role.

This role will report directly to the Vice President of Integrated Customer Growth (ICG) Strategy & Programs.

Key Responsibilities:

Ensure Successful Transformation Initiatives:

• Collaborate with the CCMO and key stakeholders (internal & external) to develop and execute transformative strategies.
• Utilize a learning mindset to adapt strategies based on feedback and evolving market dynamics.
• Shepherd key initiatives (short-term and long-term), ensuring seamless execution and measurable impact.

Deliver Goal Setting, Monitoring and Organization Alignment:

• Drive the goal-setting process, ensuring alignment with company strategies, including establishing shared goals across the company, where necessary.
• Cascade goals throughout the organization to create a cohesive and focused team.
• Establish a rhythm of the business that supports focus on key initiatives and allows for agility to respond to shifting market conditions (while keeping focused and steady on what matters most, i.e., evaluating when strategic shifts are necessary vs. staying the course).
• Keep a pulse on the business and connect the dots with others across the company to determine actions required to meet our goals.

Drive Communication and Reporting:

• Develop and deliver clear and concise communications on behalf of the CCMO.
• Prepare reports and presentations to communicate key updates, milestones, and insights.

Demonstrate Problem-Solving Skills:

• Assist in proactively identifying and mitigating challenges that may arise, offering problem-resolution approaches and strategic solutions.
• Flexible, resilient, comfortable with ambiguity, and adaptable to a high-change environment.

Deliver Operational Excellence:

• Drive operational efficiency by identifying areas for improvement and implementing streamlined processes.
• Stay informed about industry best practices and implement relevant improvements.

​​​​​​​​​​​​​​ Excel at Stakeholder Management:

• Demonstrate a high degree of emotional intelligence to navigate complex dynamics.
• Act as a liaison between the CCMO and other departments, ensuring alignment with overall objectives.

Build Thriving Work Environment:

• Foster a positive and thriving work environment by promoting collaboration and innovation.
• Implement strategies to enhance employee engagement and satisfaction.

Demonstrate Business Acumen and Data-Driven Approach:

• Leverage strong business acumen to make informed decisions and guide strategic direction.

Qualifications

• BA/BS Degree. Masters desirable but not required.
• A minimum of 15+ years’ experience in marketing/sales-related positions in the technology sector (software industry experience preferred).
• In-depth knowledge of the B2B SaaS industry, including market trends, competition, and emerging technologies.
• Demonstrated ability to set and achieve ambitious goals, fostering a culture of results and accountability.
• Outstanding experience with a track record of results in applying strong strategic thinking and vision to deliver outsized impact.
• Proven track record of driving and aligning organizational goals.
• Proven track record in messaging, ability to work, and building relationships with, a variety of management levels (internal & external), effective project management skills, and broad execution capabilities.
• Diplomacy, integrity, and presence to enable effective work at all levels within large, multi-country organization.
• Strong business acumen with a data-driven decision-making approach.
• Experience in leading and championing successful transformation initiatives.
• Collaborative mindset with a strong inclination towards continuous learning.
• Outstanding written and verbal communication skills with the ability to convey complex ideas clearly and persuasively.
• Strong financial acumen and experience in managing budgets, forecasting, and financial planning.
• Exceptional problem-solving skills with the ability to analyze situations, identify solutions, and drive effective resolutions.
• Political acumen to navigate complex organizational dynamics and build consensus among diverse teams.
• Ability to thrive in a fast-paced, dynamic environment, adapting to changing circumstances with resilience and composure.
• Leadership qualities that inspire and motivate global and diverse teams to achieve their best performance.
• Experience in crisis management and the ability to make sound decisions under pressure.
• Ability to travel 20% of the time worldwide and within the country.

Additional Information

The annual base salary range for this position is $189,600 — $272,550 USD

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.

Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur)

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 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.