Customer Success Manager

Job Description

At Freshworks, we're on a mission to help businesses delight their customers and employees through simple, powerful software. 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.

In this role, 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. You'll work closely with customer stakeholders, internal partners, and account teams to drive adoption, retention, and long-term growth.

This is an excellent opportunity for an experienced Customer Success professional who enjoys managing complex customer relationships, influencing business outcomes, and partnering across the organization to deliver an exceptional customer experience.

What You'll Do

• 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