Lead Customer Success Manager

At Freshworks we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise‑grade solutions are powerful yet easy to use, and our people‑first approach to AI eliminates friction, making employees more effective and organizations more productive.

About the role

As we continue to grow our Enterprise business, we’re looking for a Customer Success Manager to partner with a portfolio of Key and Enterprise customers across North America. You’ll serve as a trusted advisor, helping customers maximize the value of their Freshworks investment through strategic guidance, proactive engagement, and strong cross‑functional collaboration.

Responsibilities

• Manage a portfolio of approximately 30‑35 Key and Enterprise customers representing $5M‑$7M in ARR.
• Build trusted relationships with customer stakeholders across business and technical teams.
• Drive customer adoption, value realization, retention, and long‑term account growth.
• Partner closely with Account Executives to develop account strategies, support renewals, and identify expansion opportunities.
• Lead Executive Business Reviews, success planning sessions, and customer health discussions.
• Proactively monitor customer health and product adoption to identify risks and opportunities.
• Collaborate with Product, Engineering, Support, Professional Services, and Customer Advocacy to deliver successful customer outcomes.
• Serve as the primary point of contact for strategic customer engagements and escalations.
• Travel as needed to strengthen customer relationships and support business objectives.

Qualifications

• 7‑10 years of experience in Customer Success, Technical Account Management, Consulting, or another customer‑facing SaaS role.
• Experience managing Enterprise or Key customer portfolios within a SaaS environment.
• Demonstrated success driving customer retention, adoption, and growth.
• Experience working with technical and business stakeholders, including executive sponsors.
• Strong commercial mindset with experience partnering on renewals and expansion opportunities.
• Excellent communication, presentation, and relationship‑building skills.
• Ability to navigate multiple priorities while partnering effectively across cross‑functional teams.
• Strong understanding of SaaS customer success best practices and enterprise technology environments.

Schedule

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.

Pay

The annual base salary range for this position is $108,800 – $134,400 USD. The role is eligible for a target bonus and operates under an 80/20 pay mix (80% base salary, 20% variable compensation). Actual compensation will vary based on experience, skills, and qualifications.

Benefits

• Dental, medical, vision, disability, and life insurance options.
• Flexible spending accounts.
• Commuter benefits.
• Wellness benefits.
• Adoption and parental leave benefits.

Freshworks fosters an inclusive environment where colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities can find their true potential, purpose, and passion.