Lead Customer Success Manager

Freshworks is seeking a Customer Success Lead to manage and grow relationships with some of our largest Mid-Market and Enterprise customers. This is a senior individual contributor role focused on driving strategic customer outcomes retention product adoption and growth across a portfolio of key accounts. 

As a trusted advisor you will partner with customers to maximize the value of their Freshworks investment through proactive guidance executive engagement and ongoing partnership. By building strong relationships across technical and business stakeholders youll help customers achieve meaningful business outcomes while creating enthusiastic advocates for Freshworks. 

In addition to managing customer success you will serve as the voice of the customer within Freshworks. Leveraging insights from your portfolio youll partner closely with teams across Sales Product Engineering Support and Marketing to influence strategy improve the customer experience and drive continuous product innovation. 

What Youll Do: 

• Build and maintain strong relationships with a portfolio of Mid-Market and Enterprise customers serving as a trusted advisor to technical and executive stakeholders. Drive retention product adoption and account growth by helping customers realize measurable business value from their Freshworks investment. 
• Partner with Account Managers to develop and execute account strategies focused on engagement renewals expansion opportunities and long-term customer success. 
• Analyze customer health product usage and engagement data to identify risks and opportunities. Take proactive action to improve adoption mitigate churn and support successful renewals. 
• Collaborate closely with cross-functional teams including Sales Renewals Professional Services Product Engineering Support and Customer Advocacy to accelerate time-to-value improve customer outcomes and drive net revenue retention. 
• Leverage deep product technical and industry knowledge to guide customers through their adoption journey remove blockers and execute customer success plans. 
• Serve as the primary point of contact for assigned accounts managing customer inquiries escalations and issue resolution in partnership with internal stakeholders. 
• Lead customer engagements including business reviews product feedback sessions success planning discussions and executive stakeholder meetings. 
• Travel as needed to support customer relationships and business objectives. 

Qualifications :

• 5-7 years of experience in a customer-facing role such as Customer Success Consulting Technical Account Management or a related discipline
• Experience managing Mid-Market and/or Enterprise customer accounts within a SaaS environment
• Demonstrated success building relationships with diverse customer stakeholders including technical administrators business leaders procurement teams and executive decision-makers
• Proven track record of driving customer retention product adoption and identifying growth opportunities in partnership with Sales and account teams
• Experience managing a portfolio of customer engagements balancing multiple priorities and collaborating effectively across cross-functional teams 
• Strong understanding of customer experience employee experience SaaS platforms and customer success best practices. Experience with Freshworks products is a plus. 
• Ability to quickly understand technical and business concepts and clearly communicate value to both technical and non-technical audiences
• Working knowledge of enterprise architecture principles and familiarity with the technology ecosystems commonly found within Mid-Market and Enterprise organizations 

Additional Information :

Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our Downtown Boston office. 

The annual base salary range for this position is $108800 - $134400 USD. This role is eligible for a target bonus and operates under an 80/20 pay mix (80% base salary 20% variable compensation). Actual compensation will vary based on factors including location experience skills and qualifications. 

Freshworks offers multiple options for dental medical vision disability and life insurances flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time