Staff Program Manager - Customer Risk & Retention
Staff Program Manager - Customer Risk & Retention
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1 Vacancy
Job Description
We are seeking a highly organized strategic and customer-focused Program Manager to lead our cross-functional response to high-risk customer situations in our Enterprise Success & Services Team (ESS). This role will be at the center of our effort to proactively manage and resolve complex account escalations mitigate retention risk and ensure the voice of the customer is surfaced clearly and acted upon decisively.
This individual will act as a program leaderpartnering with ESS (CS PS) Support Product/Engineering and Salesto orchestrate and drive resolution across the most critical customer situations. Success in this role requires strong executive communication skills a bias for action and the ability to bring structure and clarity to ambiguous or urgent circumstances.
Reports To: Program Director Enterprise Success & Services (Brian Caldwell)
Key Responsibilities:
Retention Risk Program Leadership
Own and evolve the formal escalation management framework for at-risk accounts.
Lead a regular cadence of reviews (weekly and ad-hoc) of critical customer situations coordinating updates action plans and follow-through across your stakeholder group.
Executive Reporting & Stakeholder Communication
Build and present succinct executive summaries and retention risk dashboards for senior leadership highlighting themes progress and blockers.
Serve as the point of contact for executive escalations ensuring communication is timely consistent and outcome-focused.
Cross-functional Coordination
Drive accountability by ensuring clear owners timelines and next steps for each active escalation.
Facilitate alignment across ESS team (CS PS personas) on customer goals implementation challenges and joint risk mitigation plans.
Engage directly with customers when needed to clarify plans and regain confidence
Program Analytics & Continuous Improvement
Identify trends root causes and patterns across escalations to inform your stakeholder group of proactive retention strategies.
Partner with operations and business intelligence teams to build dashboards that track escalation volume time-to-resolution and outcome effectiveness.
Enablement & Readiness
Support ESS team (CS PS personas) with playbooks templates and best practices to manage early warning signs and prevent escalation.
Educate internal teams on the escalation process and drive consistent adoption.
Qualifications :
Experience:
- 5 years of experience in Customer Success Project/Program Management or Escalation Management within a SaaS environment.
- Demonstrated experience managing executive-level communications and high-stakes customer relationships.
- Strong cross-functional collaboration skills; able to influence without authority across Services Support and Product.
- Excellent written and verbal communication; can distill complex issues into clear executive summaries.
- Ability to work under pressure and meet deadlines in a fast-paced environment.
- Comfortable working with systems like Salesforce Gainsight and project management tools.
- PMP Six Sigma or Customer Success certifications are a plus
- Understanding of SaaS business models including retention and adoption strategies
Personal Attributes:
- Strategic thinker with a hands-on approach.
- Exceptional writing presentation and communication skills
- Detail-oriented with an ability to focus on both the big picture and day-to-day operations.
- Exceptional organizational and multitasking abilities.
- Strong sense of accountability and integrity.
Additional Information :
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
The annual base salary range for this position is $156600 to $225055 USD
Compensation is based on a variety of factors including but not limited to location experience job-related skills and level. Bonus/equity may be available.
Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur)
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
