Lead Customer Success Manager

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.

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

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

Benefits

Multiple options for dental, medical, vision, disability and life insurances; Flexible spending; Commuter benefits; Wellness benefits; Adoption and parental leave benefits; Eligibility for a target bonus