Channel Partner Manager - DACH Region

About Freshworks

Freshworks Inc. develops straightforward service software designed to enhance both employee and customer experiences. Utilizing a people-first AI approach, the company reduces complexity and cost while enabling faster, more human interactions through enterprise-level but user-friendly CX and IT solutions. Trusted by nearly 75,000 companies, such as Bridgestone, New Balance, and Sony Music, Freshworks powers Customer and Employee Experience operations worldwide.

Role Overview

This critical individual contributor role is central to Freshworks' channel growth in the DACH region (Germany, Austria, Switzerland). The Channel Partner Manager will manage the entire reseller lifecycle for mid-market value-added resellers (VARs), overseeing prospecting, onboarding, pipeline growth, revenue expansion, and relationship management. The objective is to develop a volume resale network to challenge incumbent ITSM platforms by collaborating with partners who already serve the mid-market.

Key Responsibilities

• Identify and sign mid-market VARs aligned with Freshworks' ITSM, ITAM, and CX strategies in the DACH region.
• Maintain a prospective reseller pipeline through market mapping, competitor analysis, and leveraging existing networks.
• Drive the full recruitment process from outreach to contract execution and onboarding.
• Design and implement onboarding programs to prepare VARs for their first deals within 90 days, covering product knowledge, resale terms, deal registration, quoting, and support models.
• Enhance partner sales and pre-sales capabilities to independently position, price, and close deals.
• Create joint go-to-market plans targeting appropriate verticals, leveraging co-sell motions with Freshworks teams.
• Manage partner enablement initiatives such as accreditation, demo certifications, and deal support.
• Establish strong multi-layered relationships across partner sales leadership and seller communities.
• Allocate MDF and campaign investments based on pipeline results rather than activity metrics.
• Own and actively manage the partner-influenced sales pipeline, working closely with field account executives to advance opportunities.
• Set joint pipeline targets, revenue goals, and expansion objectives, and maintain these through regular business reviews.
• Drive deal progress through consistent CRM (Salesforce) monitoring rather than passive deal registrations.
• Collaborate on key sales opportunities, providing commercial, technical, and executive support where required.
• Track and report VAR pipeline health and revenue contribution to ensure accurate forecasting.
• Participate in shaping the DACH channel strategy, including partner criteria, tiering, margin structure, and investment decisions.
• Prioritize displacing incumbents by targeting resellers with existing ServiceNow, ManageEngine, or legacy ITSM portfolios.
• Work cross-functionally with marketing, product, and pre-sales to develop partner-tailored content and tools.
• Gather and convey market and competitor intelligence relating to partner sentiment, margin dynamics, and new opportunities.

Qualifications

• Minimum 7 years of experience in channel, alliances, or partner management within SaaS or enterprise software.
• Fluency in German and English, both spoken and written.
• Proven success recruiting and activating resale partners in the DACH market, beyond just managing existing ones.
• Strong insight into VAR business models, including margin structures, seller incentives, and sales capacity allocation.
• Experience with or knowledge of ITSM, ITAM, EX, or CX domains; familiarity with ServiceNow or ManageEngine reseller ecosystems is highly advantageous.
• Commercial aptitude for building business plans, establishing pipeline targets, and ensuring partner accountability.
• Ability to build and sustain senior relationships with reseller sales directors, managing directors, and owners.
• Expertise in pipeline management tools such as Salesforce or equivalent CRMs for partner opportunity tracking and forecasting.
• Proven collaborator with the ability to align internal sales, pre-sales, and marketing teams with partner-led sales efforts.

Preferred Experience

• Prior vendor-side channel role focusing on ServiceNow or legacy ITSM displacement strategies.
• Established reseller network in the DACH region.
• Experience in building resale programs from inception including margin and incentive planning.
• Understanding of distributor and marketplace ecosystems complementing direct VAR management.
• Background in solutions or pre-sales to effectively engage in technical discussions with partner sellers.

Personal Attributes

• Proactive hunter mindset focused on generating and cultivating new reseller relationships.
• High commercial intelligence to quickly assess partner fit, investment appetite, and potential revenue.
• Confident and direct communicator capable of influencing across internal and partner organizations without formal authority.
• Disciplined and structured operator who diligently tracks commitments and pipeline progress.
• Comfortable managing uncertainty and shaping early-stage channel programs.

Additional Information

The role is based in Berlin with a hybrid working model requiring approximately three days in the office weekly, though remote work is allowed anywhere within Germany.

Freshworks is committed to creating an inclusive and diverse workplace, welcoming candidates of all backgrounds and beliefs. Note that visa sponsorship is not offered; all applicants must have a valid work permit for Germany and be able to provide evidence prior to starting.