Overview As a Customer Success Manager at Freshworks, you will oversee a portfolio of Key and Enterprise customers in North America, driving adoption, value realization, and renewal readiness. You'll partner with executives and cross-functional teams to reduce risk and deliver measurable business outcomes. This role offers a strategic, relationship-driven path to grow ARR and expand the value customers receive from Freshworks. You'll collaborate across product, engineering, and services to ensure successful outcomes and long-term partnerships.
Compensation / Benefits- dental, medical, and vision insurance
- disability and life insurance
- flexible spending accounts
- commuter benefits
- wellness benefits
- adoption and parental leave
Responsibilities- Manage a portfolio of 30-35 Key and Enterprise customers with ARR $5M-$7M
- 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 strategic engagements
- Proactively identify customer risk and coordinate cross-functional resolution
- Partner with Account Executives on strategy, renewals, and expansions
- Identify opportunities to deepen relationships and expand value
- Collaborate with Product, Engineering, Support, and Professional Services to deliver outcomes
- Travel for executive engagements and onsite meetings
Key requirements- 5+ years of relevant customer-facing SaaS experience with strategic/enterprise customers
- Proven success in driving adoption, retention, renewals, and growth
- Ability to build relationships with both technical and business stakeholders, including executives
- Strong commercial mindset with renewals and expansion experience
- Experience leading EBRs/QBRs and navigating complex relationships
- Excellent communication, presentation, and cross-functional collaboration skills
- Proactive, hands-on approach managing multiple priorities
- relationship-building
- cross-functional collaboration
- proactiveness
- SaaS
- Executive Business Reviews (EBRs)
- QBRs
