Description
Organizations everywhere struggle with the costs and complexities of software solutions. Freshworks offers a fresh vision for how the world works, building uncomplicated service software that delivers exceptional customer and employee experiences.
As a Lead Customer Success Manager, you will own a portfolio of Key and Enterprise customers across North America, serving as a strategic partner to help them maximize the value of their Freshworks investment while driving adoption, retention, and long-term growth.
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.
Qualifications:
- 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.