Strategic Customer Success Manager

At Freshworks were on a mission to help businesses delight their customers and employees through simple powerful software. As we continue to grow our Enterprise business were looking for a Strategic Customer Success Manager to partner with some of our largest and most influential customers across North America. 

This is a highly visible role where youll own relationships with a select portfolio of our most strategic accountsorganizations that represent millions in annual recurring revenue and play a critical role in Freshworks continued growth. 

As a trusted advisor youll work closely with executive stakeholders to understand their business priorities align Freshworks solutions to their strategic objectives and ensure theyre realizing measurable value from their investment. Youll collaborate across Sales Product Engineering Professional Services and Executive Leadership to advocate for your customers and help shape their long-term success. 

If you enjoy building executive relationships navigating complex enterprise organizations and making a measurable impact on customer outcomes and business growth wed love to meet you. 

What Youll Do

• Own a portfolio of approximately 20-25 Strategic and Key Enterprise customers representing $8M-$10M in ARR
• Build trusted partnerships with executive sponsors business leaders and technical stakeholders serving as the strategic advisor throughout the customer lifecycle
• Help customers maximize the value of their Freshworks investment by driving adoption business outcomes retention and long-term growth
• Lead Executive Business Reviews strategic planning sessions success plans and value realization conversations with senior customer stakeholders 
• Partner closely with Account Executives and Sales leadership to develop account strategies that strengthen customer relationships and uncover expansion opportunities 
• Leverage customer health product adoption and business insights to proactively identify risks remove obstacles and drive measurable customer outcomes 
• Collaborate across Product Engineering Support Professional Services Marketing and Customer Advocacy to represent the voice of the customer and influence future product direction 
• Serve as the primary strategic point of contact for executive customer engagements helping navigate complex business and technical discussions while ensuring exceptional customer experiences
• Travel to customer sites throughout the year to strengthen relationships facilitate executive meetings and support strategic business initiatives 

Qualifications :

• 10-12 years of experience in Customer Success Technical Account Management Enterprise Consulting Account Management or a similar customer-facing SaaS role
• Experience managing strategic or enterprise customer portfolios with responsibility for driving retention adoption and revenue growth
• A proven ability to build trusted relationships with executive stakeholders including CIOs CTOs senior business leaders and other C-suite executives 
• Strong commercial acumen with experience partnering on renewals growth strategies and long-term customer planning
• Experience leading Executive Business Reviews and facilitating strategic conversations that connect technology investments to business outcomes 
• Exceptional communication presentation and relationship-building skills with the confidence to influence both customer executives and internal leadership 
• Strong technical curiosity and the ability to understand enterprise technology ecosystems while translating complex concepts into business value 
• A collaborative mindset with experience partnering across Sales Product Engineering Support and Professional Services
• Ability to travel to customer sites as needed

Additional Information :

This is a hybrid position based in our downtown Boston office with an expectation of working onsite Tuesday through Thursday. Regular travel is required to support executive customer engagements strategic business reviews and onsite meetings. 

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 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