Customer Success Manager

Freshworks
Boston
Workplace: HybridFull timeUSD 108,800 - 134,400 annuallyFunction: Customer Success & Account ManagementExperience: 7-10 yearsSkills: ["Communication","Presentation","Relationship-building","Commercial mindset","Cross-functional collaboration"]

Manage a portfolio of Key and Enterprise customers, helping them maximize value from their Freshworks investment. Drive adoption, value realization, retention, and long-term growth through proactive customer engagement and executive business reviews. Partner with Account Executives and cross-functional teams across Product, Engineering, Support, Professional Services, and Customer Advocacy. Serve as the primary contact for strategic escalations and strengthen relationships through regular travel as needed.

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Freshworks
Freshworks
1 month ago

Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Closed
Reposted: similar role first listed 2 months ago

Job Summary

Manage a portfolio of Key and Enterprise customers, helping them maximize value from their Freshworks investment. Drive adoption, value realization, retention, and long-term growth through proactive customer engagement and executive business reviews. Partner with Account Executives and cross-functional teams across Product, Engineering, Support, Professional Services, and Customer Advocacy. Serve as the primary contact for strategic escalations and strengthen relationships through regular travel as needed.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Manage a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR.
  • •Build trusted relationships with customer stakeholders across business and technical teams.
  • •Drive customer adoption, value realization, retention, and long-term account growth.
  • •Partner with Account Executives on account strategies, renewals, and expansion opportunities.
  • •Lead executive business reviews and monitor customer health and product adoption to identify risks and opportunities.
Travel: Medium travel

Pay and Benefits

Salary: USD 108,800 - 134,400 annually
Perks:Health InsuranceDentalVisionDisabilityLife InsuranceFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

  • •7-10 years of experience in Customer Success, Technical Account Management, Consulting, or another customer-facing SaaS role.
  • •Experience managing Enterprise or Key customer portfolios within a SaaS environment.
  • •Track record driving customer retention, adoption, and growth.
  • •Experience working with technical and business stakeholders, including executive sponsors.
  • •Strong commercial mindset partnering on renewals and expansion opportunities.
Experience:7-10 yearsSaaSEnterprise softwareCustomer-facing
Skills:CommunicationPresentationRelationship-buildingCommercial mindsetCross-functional collaboration
Languages:English

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