Lead Customer Success Manager

At Freshworks, we're on a mission to help businesses delight their customers and employees through simple, powerful software. As we continue to grow our Enterprise business, we're looking for a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America. 

You'll serve as a strategic partner to your customers, helping them maximize the value of their Freshworks investment while driving adoption, retention, and long-term growth. You'll work closely with customer stakeholders and internal teams to proactively manage risk, strengthen executive relationships, and deliver meaningful business outcomes. 

What You'll Do

• Own a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR. 

• Build trusted relationships with business, technical, and executive stakeholders 

• Drive adoption, value realization, customer health, retention, and renewal readiness

• Lead Executive Business Reviews, success planning, and other strategic customer engagements 

• Proactively identify customer risk and coordinate cross-functional teams to drive resolution 

• Partner closely with Account Executives on account strategy, renewals, and expansion opportunities

• Identify opportunities to deepen customer relationships and expand the value customers receive from Freshworks

• Collaborate across Product, Engineering, Support, and Professional Services to deliver successful customer outcomes

• Travel as needed for executive engagements and onsite customer meetings