Lead Customer Success Manager
About The Position
At Freshworks, we're on a mission to help businesses delight their customers and employees through simple, powerful software. As we continue to grow our Enterprise business, we're looking for a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America. You'll serve as a strategic partner to your customers, helping them maximize the value of their Freshworks investment while driving adoption, retention, and long-term growth. You'll work closely with customer stakeholders and internal teams to proactively manage risk, strengthen executive relationships, and deliver meaningful business outcomes.
Requirements
- 5+ years of relevant customer-facing SaaS experience, including experience managing strategic or enterprise customers
- Demonstrated success driving customer adoption, retention, renewals, and growth
- Experience building relationships with both technical and business stakeholders, including executives
- Strong commercial mindset with experience partnering on renewals and expansion
- Experience leading EBRs/QBRs and navigating complex customer relationships
- Strong communication, presentation, and cross-functional collaboration skills
- Proactive, hands-on approach with the ability to navigate multiple priorities
Responsibilities
- Own a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR.
- Build trusted relationships with business, technical, and executive stakeholders
- Drive adoption, value realization, customer health, retention, and renewal readiness
- Lead Executive Business Reviews, success planning, and other strategic customer engagements
- Proactively identify customer risk and coordinate cross-functional teams to drive resolution
- Partner closely with Account Executives on account strategy, renewals, and expansion opportunities
- Identify opportunities to deepen customer relationships and expand the value customers receive from Freshworks
- Collaborate across Product, Engineering, Support, and Professional Services to deliver successful customer outcomes
- Travel as needed for executive engagements and onsite customer meetings
Benefits
- dental, medical, vision, disability and life insurances
- flexible spending
- commuter benefits
- wellness benefits
- adoption and parental leave benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
