Lead Customer Success Manager

Freshworks is seeking a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America as it grows its Enterprise business. The role serves as a strategic partner to customers, helping them maximize the value of their Freshworks investment while driving adoption, retention, and long-term growth. The position is hybrid, based in the downtown Boston office with an expectation of working onsite Tuesday through Thursday, and requires regular travel to support executive customer engagements, strategic business reviews, and onsite meetings.

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; Eligible for a target bonus (80/20 pay mix)