Lead 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 own a portfolio of Key and Enterprise customers across North America.
You'll serve as a strategic partner to your customers, helping them maximize the value of their Freshworks investment while driving adoption, retention, and long-term growth. You'll work closely with customer stakeholders and internal teams to proactively manage risk, strengthen executive relationships, and deliver meaningful business outcomes.
What You'll Do
• 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
Requirements
Function: Other
Experience Level: Mid-Senior Level