SI Partner Manager, North America

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. This is a pivotal individual contributor role at the heart of Freshworks’ North America channel growth strategy. As SI Partner Manager, you will own the full lifecycle of our Systems Integrator business in North America — from prospecting and signing new SI partners through to driving active pipeline and revenue through those relationships. The North America SI opportunity is significant. Freshworks is building a strategic motion to displace incumbent ITSM and CX platforms through SI-led delivery, and this role sits at the center of that effort. You will work closely with field sales, pre-sales, and marketing, as well as directly with SI practice leads, to build a partner ecosystem that generates meaningful, repeatable revenue. The right person for this role combines a hunter’s instinct for identifying and signing the right partners with the commercial discipline to hold those partners accountable to joint business plans and pipeline commitments. You know how SIs operate, how they build practices, and how to get from first conversation to active GTM motion. Responsibilities: SI Recruitment & Onboarding Identify, target, and sign SI partners (e.g., Capgemini, CGI, Unisys) aligned to Freshworks’ ITSM and CX growth priorities Build and maintain a pipeline of prospective SI partners, drawing on market mapping, ex-ServiceNow and ex-incumbent networks, and competitive intelligence Lead the end-to-end partner recruitment process — from initial outreach and business case development through to contract execution and onboarding Design and execute structured onboarding programs that bring new SIs to first-deal-ready status quickly: product knowledge, commercial terms, deal registration, pre-sales support model Partner Enablement & Acceleration Build and maintain SI partner capability across sales, pre-sales, and delivery —ensuring partners can self-sufficiently position, scope, and close Freshworks-based solutions Develop joint go-to-market plans with each SI partner, including target verticals, solution plays, and co-sell motions with Freshworks field teams Drive participation in Freshworks enablement programmes, including accreditation, demo certification, and deal support resources Act as the primary relationship owner into SI practice leads and partner alliances teams, building multi-threaded engagement across sales, delivery, and leadership Pipeline & Revenue Own and actively manage a partner-sourced and partner-influenced pipeline, working with CAMs and field AEs to progress and close SI-originated opportunities Set and hold partners to joint pipeline targets and revenue commitments through structured QBR and business planning rhythms Co-sell alongside SI partners on key opportunities, providing commercial, technical, and executive support as required Track and report on SI pipeline health, deal velocity, and revenue contribution through Salesforce, ensuring accurate and up-to-date forecasting Strategy & Ecosystem Development Contribute to the North America SI partner strategy, including partner selection criteria, tiering, and investment allocation Identify SI partners with existing ServiceNow or legacy ITSM practices as priority displacement targets and develop engagement plans accordingly Work cross-functionally with marketing, product, and pre-sales to develop SI-specific content, solution briefs, and campaign assets Feed market and competitive intelligence back into channel leadership, including partner sentiment, competitor partner programmes, and whitespace opportunity 7+ years’ experience in channel, alliances, or partner management within a SaaS or enterprise software environment Demonstrable track record of recruiting and activating SI partners, not just managing existing relationships Strong understanding of how mid-tier SIs operate: practice structures, P&L dynamics, delivery models, and how they make partner investment decisions Experience working in or adjacent to ITSM, EX, or CX categories — familiarity with the ServiceNow ecosystem is a strong advantage Commercially rigorous: comfortable building joint business plans, setting pipeline targets, and holding partners accountable to commitments Ability to build and maintain senior relationships within SI organisations — practice leads, alliance directors, and C-level stakeholders Strong pipeline management discipline — fluent in Salesforce or equivalent CRM for partner opportunity tracking and forecasting Effective at working cross-functionally: comfortable aligning field sales, pre-sales, and marketing behind partner-led motions Preferred Prior experience at a vendor in a channel or alliance role targeting ServiceNow displacement or competing against legacy ITSM platforms Existing network within North America SI community (Capgemini, CGI, Unisys, Computacenter, or equivalent) Experience building net-new SI practices ar