Lead Customer Success Manager

Company Description

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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Job Description

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. 

What You'll Do

• 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 

Qualifications

What We're Looking For 

• 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 

Additional Information

This is a hybrid position based in our downtown Boston office, with an expectation of working onsite Tuesday through Thursday. Regular travel is required to support executive customer engagements, strategic business reviews, and onsite meetings. 

The annual base salary range for this position is $108,800 - $134,400 USD. This role is eligible for a target bonus and operates under an 80/20 pay mix (80% base salary, 20% variable compensation). Actual compensation will vary based on experience, skills, and qualifications. 

Freshworks offers multiple options for dental, medical, vision, disability and life insurances, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.