Customer Success Manager

About the role

Freshworks is hiring a Customer Success Manager to support our expanding Enterprise division. You will act as a primary advisor for a portfolio of North American clients, ensuring they gain maximum value from our software through strategic planning and internal coordination.

Key facts

What you'll do

• Oversee a portfolio of 30-35 Enterprise and Key accounts totaling $5M-$7M in ARR.
• Establish and maintain relationships with technical and business stakeholders.
• Guide clients through product adoption, retention strategies, and account expansion.
• Work with Account Executives to manage renewals and identify growth paths.
• Conduct Executive Business Reviews and success planning meetings.
• Track account health and product usage to mitigate risks.
• Coordinate with internal teams including Engineering, Product, Support, and Professional Services.
• Handle high-level escalations and strategic communications.
• Travel as necessary for onsite meetings and executive engagements.

Requirements

• 7-10 years of professional experience in SaaS customer-facing roles, such as Consulting, Technical Account Management, or Customer Success.
• Proven history of managing Enterprise-level portfolios.
• Background in driving retention, growth, and product adoption.
• Experience engaging with executive sponsors and technical stakeholders.
• Commercial expertise regarding expansion and renewal cycles.
• Ability to work from the Boston office Tuesday through Thursday.

Skills & tools

• SaaS customer success methodologies.
• Enterprise technology environment navigation.
• Relationship management and presentation skills.
• Cross-functional collaboration.

Practical notes

• Salary range is $108,800 - $134,400 USD.
• Compensation structure is an 80/20 mix, with 80% base salary and 20% variable pay.
• Benefits include medical, dental, vision, life, and disability insurance, plus flexible spending accounts.
• Package includes commuter benefits, wellness programs, and parental/adoption leave.