Strategic Customer Success Manager

Freshworks•Boston, MA

4d•$142,000 - $176,000•Hybrid

About The Position

At Freshworks, we're looking for a Strategic Customer Success Manager to partner with a select portfolio of our largest and most strategic customers across North America. This is a highly visible senior individual contributor role responsible for managing Freshworks' most valuable customer relationships—accounts that have a significant impact on our North America business. You'll work directly with executive stakeholders to align business objectives and customer outcomes while serving as a trusted advisor throughout the customer lifecycle. You'll collaborate closely with Sales, Product, Engineering, Professional Services, and Executive Leadership to help shape customer strategy, influence product direction, and ensure long-term customer success. If you're energized by executive engagement, complex enterprise relationships, and helping some of the world's leading organizations achieve meaningful business outcomes, we'd love to hear from you.

Requirements

10-12+ years of experience in Customer Success, Enterprise Consulting, Technical Account Management, or Enterprise Account Management within SaaS
Experience managing large Strategic Enterprise customer portfolios with significant revenue responsibility
Demonstrated success building trusted partnerships with C-suite executives and senior business leaders
Proven track record of driving customer retention, executive engagement, long-term growth, and business outcomes
Strong commercial acumen with experience partnering on strategic renewals and expansion initiatives
Outstanding executive communication, presentation, and influencing skills
Ability to navigate highly complex enterprise organizations while collaborating effectively across senior internal stakeholders
Strong understanding of enterprise SaaS platforms and enterprise technology ecosystems

Responsibilities

Own a select portfolio of approximately 20-25 Strategic Enterprise Customers representing $8M-$10M in ARR.
Build trusted relationships with executive sponsors, C-suite leaders, and key decision-makers across complex enterprise organizations.
Drive long-term customer strategy, executive alignment, product adoption, retention, and growth.
Lead Executive Business Reviews, strategic planning sessions, and executive customer engagements.
Partner with Account Executives and Sales Leadership to develop long-term account strategies and expansion plans.
Leverage customer insights and business priorities to proactively identify opportunities, mitigate risk, and maximize customer value.
Serve as the executive voice of the customer by partnering with Product, Engineering, Support, Professional Services, Marketing, and Executive Leadership.
Lead complex customer escalations and coordinate cross-functional teams to deliver exceptional customer outcomes.
Travel regularly to customer sites for executive meetings, strategic planning sessions, and business reviews, including hosting customers at Freshworks offices when appropriate.