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Salary: USD 123,000 - 152,000 / annual
Freshworks is seeking a Program Manager to join the AMER Customer Success organization, reporting to the Senior Director of Customer Success. This role is central to driving operational excellence and executing key Customer Success programs and initiatives across the Americas region.
You will partner closely with AMER Customer Success leadership and the Customer Success Center of Excellence (CoE) to coordinate regional programs, streamline operations, improve data quality, and enable consistent execution. This is a hands-on operational role focused on enabling the team to deliver exceptional customer outcomes.
Key responsibilities include:
- Partner with the Customer Success CoE to execute regional initiatives and programs across AMER
- Lead biweekly regional customer risk review meetings, tracking and communicating risks to leadership
- Manage and distribute weekly Customer Success newsletters to keep the organization informed
- Create and maintain monthly Customer Success All Hands presentation decks, coordinating with leaders for content
- Coordinate and administer the CSM Awards program, including nominations and recognition
- Support quarterly forecasting processes by validating churn data, identifying discrepancies, and improving data hygiene
- Manage Customer Success communications, documentation, and knowledge resources
- Collaborate with cross-functional teams (Revenue Operations, Enablement, Sales) to improve operational processes
- Own additional operational projects and initiatives based on evolving business priorities
- Manage internal communications and lead regional operational cadences
This is a hybrid role with onsite expectations of 3 days per week (Tuesday–Thursday) from the San Mateo, CA headquarters.
Requirements:
- Bachelor's degree in Business, Project Management, Information Systems, or related field (preferred)
- 5+ years of combined experience in Customer Success and Project/Program Management in SaaS
- Experience coordinating cross-functional initiatives and driving projects from planning through execution
- Experience supporting leadership teams with operational planning, reporting, communications, and program coordination
- Experience managing recurring operational cadences such as forecasting, team meetings, or leadership communications
- Experience creating executive-ready presentations, documents, dashboards, and reports
- Strong project management and organizational skills with ability to manage multiple priorities simultaneously
- PMP certification (preferred)
- Excellent written and verbal communication skills
- Highly detail-oriented with strong analytical skills and passion for data accuracy and operational excellence
- Comfortable analyzing business metrics, validating data, and supporting forecasting processes
- Ability to collaborate effectively across Customer Success, Revenue Operations, Enablement, Sales, and other teams
- Self-motivated and proactive, able to work independently and identify improvement opportunities
- Strong facilitation and meeting management skills, including leading recurring operational meetings
- Advanced proficiency using AI to save manual effort and improve efficiencies
- Familiarity with business intelligence and reporting tools such as Power BI, Tableau, or Looker (a plus)
- Adaptable and comfortable with ambiguity and taking ownership of new initiatives
