Lead - Program Management

Freshworks•San Mateo, CA

3d•$123,000 - $152,000•Hybrid

About The Position

Stationed within Freshworks’ AMER Customer Success organization, this role drives operational excellence and executes key Customer Success programs and initiatives across the region. The Program Manager partners with AMER Customer Success leadership, the Customer Success Center of Excellence (CoE), and cross-functional teams to coordinate regional programs, streamline operations, improve data quality, and enable consistent execution. The role supports regional Customer Success priorities through operational coordination, communications, forecasting support, risk reviews, reporting, and process improvement. It also takes ownership of additional operational projects and cross-functional initiatives as business priorities evolve. The role reports to the Senior Director - Customer Success and is hybrid, with onsite work expected three days per week (Tuesday through Thursday) at the San Mateo, California headquarters.

Requirements

At least 5 years of combined experience in Customer Success and Project/Program Management in the SaaS industry.
Experience coordinating cross-functional initiatives and driving projects from planning through execution.
Experience supporting leadership teams with operational planning, reporting, communications, and program coordination.
Experience managing recurring operational cadences such as forecasting, team meetings, or leadership communications.
Experience creating executive-ready presentations, documents, dashboards, and reports.
Strong project management and organizational skills, including the ability to manage multiple priorities simultaneously.
Excellent written and verbal communication skills.
Strong attention to detail, analytical skills, and commitment to accurate data and operational excellence.
Ability to analyze business metrics, validate data, and support forecasting processes.
Ability to collaborate effectively across Customer Success, Revenue Operations, Enablement, Sales, and other cross-functional teams.
Self-motivated and proactive, with the ability to work independently and identify improvement opportunities.
Strong facilitation and meeting management skills, including leading recurring operational meetings and driving accountability for action items.
Advanced proficiency using AI to save manual effort and time and improve efficiencies.
Adaptability and comfort with ambiguity, taking ownership of new initiatives and operational projects as business priorities evolve.

Nice To Haves

Bachelor's degree in Business, Project Management, Information Systems, or a related field.
PMP certification.
Familiarity with business intelligence and reporting tools such as Power BI, Tableau, or Looker.

Responsibilities

Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region.
Drive operational consistency across the AMER Customer Success organization.
Coordinate cross-functional initiatives and ensure timely execution.
Lead biweekly regional customer risk review meetings, ensuring risks are tracked, actioned, and communicated to leadership.
Manage and distribute the weekly Customer Success newsletter.
Create and maintain the monthly Customer Success All Hands presentation deck, partnering with leaders to collect updates and prepare meeting content.
Coordinate and administer the CSM Awards program, including nominations, communications, and recognition.
Support quarterly forecasting by validating churn data, identifying discrepancies, and improving data hygiene.
Manage Customer Success communications, documentation, and knowledge resources.
Support forecasting processes, risk reviews, and operational reporting.
Collaborate with cross-functional teams to improve operational processes and execution.
Identify opportunities to improve team efficiency.
Take ownership of additional operational projects and cross-functional initiatives as business priorities evolve.