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