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Salary: USD 112,000 - 145,000 / annual
Freshworks is seeking a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America, representing $5M–$7M in ARR. You will 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 will own a portfolio of approximately 30–35 Key and Enterprise customers, building trusted relationships with business, technical, and executive stakeholders. Your responsibilities include driving adoption, value realization, customer health, retention, and renewal readiness; leading Executive Business Reviews and success planning; proactively identifying customer risk and coordinating cross-functional resolution; partnering with Account Executives on account strategy, renewals, and expansion; and collaborating across Product, Engineering, Support, and Professional Services to deliver successful outcomes. You will travel as needed for executive engagements and onsite customer meetings.
Freshworks is a customer experience and employee experience software company trusted by over 72,000 organizations globally, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music. The company emphasizes a people-first approach to AI and uncomplicated, enterprise-grade solutions.
This is a hybrid position based at the San Mateo, CA headquarters, with an expectation of working onsite Tuesday through Thursday. Regular travel is required to support executive customer engagements and strategic business reviews.
REQUIREMENTS:
- 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
