Lead Customer Success Manager

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

Manage a portfolio of Key and Enterprise customers, serving as a trusted advisor to drive adoption, value realization, retention, and long-term growth. Build relationships with business and technical stakeholders, collaborate with Account Executives on renewals and expansions, and lead Executive Business Reviews and success planning. Proactively monitor customer health and partner cross-functionally with Product, Engineering, Support, Professional Services, and Advocacy to resolve escalations and strengthen customer outcomes.

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Freshworks
Freshworks
1 day ago

Lead Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Manage a portfolio of Key and Enterprise customers, serving as a trusted advisor to drive adoption, value realization, retention, and long-term growth. Build relationships with business and technical stakeholders, collaborate with Account Executives on renewals and expansions, and lead Executive Business Reviews and success planning. Proactively monitor customer health and partner cross-functionally with Product, Engineering, Support, Professional Services, and Advocacy to resolve escalations and strengthen customer outcomes.
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 success planning; 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:DentalHealth InsuranceVisionDisability InsuranceLife 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
  • •Demonstrated success 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 yearsSaaSEnterpriseCustomer SuccessTechnical Account Management
Skills:CommunicationRelationship-buildingPresentationPrioritizationCross-functional collaboration
Languages:English (US)

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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