# Lead Customer Success Manager

**Company**: Freshworks
**Location**: San Mateo, CA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $112,000 - $145,000 USD
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Freshworks/744000153038761-lead-customer-success-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ff7b99a5-79e

## Description

Organizations everywhere struggle with the costs and complexities of software solutions that promise to simplify their lives. 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.

Key responsibilities include:

- Owning a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR

- Building trusted relationships with business, technical, and executive stakeholders

- Driving adoption, value realization, customer health, retention, and renewal readiness

- Leading Executive Business Reviews, success planning, and other strategic customer engagements

- Proactively identifying customer risk and coordinating cross-functional teams to drive resolution

- Partnering closely with Account Executives on account strategy, renewals, and expansion opportunities

- Identifying opportunities to deepen customer relationships and expand the value customers receive from Freshworks

- Collaborating across Product, Engineering, Support, and Professional Services to deliver successful customer outcomes

- Traveling 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

## Skills

### Required
- customer-facing SaaS experience
- strategic customer management
- relationship building
- commercial mindset
- communication skills
- cross-functional collaboration

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Freshworks/744000153038761-lead-customer-success-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)