Manager - Outbound Sales (CX - NA)

About the Role

Freshworks is seeking a high-performing Manager of Outbound Sales to lead our Bangalore-based outbound Account Executive (AE) and Business Development (BD) teams focused on the Freshdesk product segment for the North American market. In this role, you will own the end-to-end sales lifecycle for your territory, driving everything from outbound pipeline generation strategies to deal closure. This is a critical leadership hire designed to accelerate market share and revenue growth in North America, requiring a leader who excels in navigating complex customer support software landscapes. As an onsite, night-shift role, you will serve as the strategic anchor for the team, bridging the gap between our India headquarters and our NA prospects.

What You'll Do

• Manage, coach, and scale a team of outbound Account Executives and Business Development Managers, taking full accountability for the team’s overall delivery, quota attainment, and professional growth.

• Oversee the end-to-end sales lifecycle for the Freshdesk segment, scaling processes to support a performing team of AEs/BDs while maintaining high-touch mentorship and individual professional development.

• Establish clear performance standards and operational metrics for the outbound AE & BD teams, running regular pipeline reviews and check-ins to ensure goals are hit.

• Analyze regional territory data and outbound campaign metrics to optimize messaging, outbound sequencing, and market penetration strategies for customer support software buyers.

• Spearhead the adoption of "AI at the last mile" by integrating generative AI tools to personalize outbound outreach at scale and leveraging real-time conversation intelligence to optimize discovery and closing sequences.

• Foster a high-performance and inclusive team culture centered on psychological safety, ensuring every member of the team feels empowered to innovate and share feedback.

• Utilize predictive analytics and AI-driven insights to maintain tournament hygiene, proactively identifying operational bottlenecks and driving data-backed interventions to ensure consistent quota delivery.

• Actively participate in strategic deal structuring and join key prospect calls to coach AEs on advanced negotiation tactics and objection handling.

• Collaborate cross-functionally with Product, Marketing, and Sales Operations to align outbound strategies with new Freshdesk features and regional campaigns.

What We're Looking For

• 8–10 years of total experience in B2B SaaS sales, with at least 2-3 years of direct people management experience leading outbound or inside sales teams.

• Proven track record of managing end-to-end sales cycles (from lead generation to closure) specifically targeting North American enterprise or mid-market segments.

• Demonstrated ability to invest in people by holding regular one-on-ones, giving timely performance feedback, and providing clear career development guidance to direct reports.

• Superior operational rigor with a mastery of data-driven decision-making, accountable for identifying and solving systemic performance gaps through advanced analytics.

• Ability to clearly articulate the team’s outbound goals and their connection to broader GTM organizational objectives, adjusting team priorities seamlessly as business needs evolve.

• Willingness and ability to work in a permanent night shift schedule (US business hours) onsite out of our Bangalore office.

• Expertise in modern AI-enabled sales stacks, with a proven ability to use technology to drive efficiency in personalized prospecting and deal intelligence.

• Strategic leadership skills capable of managing the complexities of the team, with a focus on building inclusive cultures and scaling high-performance behaviors.

Nice to Have

• Deep domain expertise in Customer Experience (CX), Helpdesk, or Contact Center software segments.

• Prior experience using modern sales technology stacks such as Salesforce, Outreach.io, LinkedIn Sales Navigator or ZoomInfo.

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.