Customer Success Manager — Key & Enterprise

Freshworks
Boston
Workplace: HybridFull timeUSD 108,800 - 134,400 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Presentation","Cross-functional collaboration","Relationship building","Proactive","Prioritization"]

Own a portfolio of ~30–35 Key and Enterprise customers and drive adoption, value realization, retention, and renewal readiness. Build trusted relationships with business, technical, and executive stakeholders, lead EBR/QBR-style executive business reviews, and proactively manage customer risk. Partner with Account Executives on renewals/expansion and collaborate cross-functionally across Product, Engineering, Support, and Professional Services to deliver measurable outcomes. Hybrid role based in downtown Boston with onsite Tuesday–Thursday and regular executive travel.

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Freshworks
Freshworks
2 days ago

Customer Success Manager — Key & Enterprise

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Job Summary

Own a portfolio of ~30–35 Key and Enterprise customers and drive adoption, value realization, retention, and renewal readiness. Build trusted relationships with business, technical, and executive stakeholders, lead EBR/QBR-style executive business reviews, and proactively manage customer risk. Partner with Account Executives on renewals/expansion and collaborate cross-functionally across Product, Engineering, Support, and Professional Services to deliver measurable outcomes. Hybrid role based in downtown Boston with onsite Tuesday–Thursday and regular executive travel.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR.
  • •Drive adoption, value realization, customer health, retention, and renewal readiness.
  • •Lead Executive Business Reviews and success planning to guide strategic customer engagement.
  • •Proactively identify customer risk and coordinate cross-functional teams to drive resolution.
  • •Partner with Account Executives on account strategy, renewals, and expansion opportunities.
Travel: Medium travel

Pay and Benefits

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

Key Requirements

  • •5+ years of relevant customer-facing SaaS experience, including managing strategic or enterprise customers.
  • •Proven success driving customer adoption, retention, renewals, and growth.
  • •Experience building relationships with technical and business stakeholders, including executives.
  • •Strong commercial mindset with experience partnering on renewals and expansion.
  • •Experience leading EBRs/QBRs and navigating complex customer relationships.
Experience:5+ yearsSaaS
Skills:CommunicationPresentationCross-functional collaborationRelationship buildingProactivePrioritization
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
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