Lead - Program Management

Freshworks
San Mateo
Workplace: HybridFull timeUSD 123,000 - 152,000 annuallyFunction: Administration & Executive AssistanceExperience: 5+ yearsEducation: bachelorsSkills: ["Project management","Organizational skills","Communication","Detail-oriented","Analytical thinking"]

Drive operational excellence for AMER Customer Success by coordinating regional programs and cross-functional initiatives. Partner with Customer Success leadership and the Center of Excellence to ensure consistent execution, manage recurring operational cadences, and improve data quality for forecasting and retention reporting. Lead risk review meetings, operational communications (newsletter and all-hands deck), and the CSM Awards program, while continuously improving team efficiency.

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Freshworks
Freshworks
2 days ago

Lead - Program Management

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Last checked: 8 hours agoStatus: Live

Job Summary

Drive operational excellence for AMER Customer Success by coordinating regional programs and cross-functional initiatives. Partner with Customer Success leadership and the Center of Excellence to ensure consistent execution, manage recurring operational cadences, and improve data quality for forecasting and retention reporting. Lead risk review meetings, operational communications (newsletter and all-hands deck), and the CSM Awards program, while continuously improving team efficiency.
Location: San Mateo
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Partner with the Customer Success Center of Excellence to execute Customer Success initiatives and programs across the AMER region.
  • •Lead biweekly regional customer risk review meetings and ensure risks are tracked, actioned, and communicated to leadership.
  • •Manage operational communications, including the weekly newsletter and monthly Customer Success All Hands presentation deck.
  • •Support quarterly forecasting by validating churn data, identifying discrepancies, and improving data hygiene for retention targets.
  • •Coordinate and administer the CSM Awards program, manage customer success documentation/knowledge resources, and collaborate cross-functionally to improve processes.

Pay and Benefits

Salary: USD 123,000 - 152,000 annually
Perks:DentalHealth InsuranceVisionDisability InsuranceLife InsurancePaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

  • •5+ years combined experience in Customer Success and project/program management in the SaaS industry.
  • •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.
  • •Strong project management, organizational, analytical, and written/verbal communication skills; PMP certification is preferred.
Experience:5+ yearsSaaSCustomer SuccessCustomer Experience
Education:Bachelor's in Business, Project Management, Information Systems, or a related field
Skills:Project managementOrganizational skillsCommunicationDetail-orientedAnalytical thinking
Certifications:PMP
Languages:English
Tech Stack:AIPower BITableauLooker

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor