Lead Customer Success Manager

Boston, MA, us💼 Full-time💰 $108,800–$108,800🗓 2026-10-01 → 2026-10-02

Core

Strategic partner to Key and Enterprise customers to maximize software value, drive adoption, and ensure retention and growth.

Role type

Senior Customer Success Manager (Enterprise)

Builds

Customer success outcomes, retention, and expansion for Freshworks enterprise software

Domain

SaaS / Customer Experience (CX) and Employee Experience (EX)

Required skills

Enterprise account management, strategic relationship building, executive stakeholder engagement, adoption and value realization, risk management, cross-functional collaboration, commercial mindset, EBR/QBR leadership

Preferred skills

None stated

Technologies

None stated

Responsibilities

Own portfolio of 30-35 Key/Enterprise customers ($5M-$7M ARR), lead Executive Business Reviews and success planning, proactively identify and resolve customer risks, partner with Account Executives on renewals and expansion, collaborate with Product/Engineering/Support teams, travel for executive engagements and onsite meetings

Seniority

Senior, hands-on IC

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About Freshworks

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.