Lead Customer Success Manager

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.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

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.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

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 partner with a portfolio of Key and Enterprise customers across North America.

In this role, you'll serve as a trusted advisor, helping customers maximize the value of their Freshworks investment through strategic guidance, proactive engagement, and strong cross-functional collaboration. You'll work closely with customer stakeholders, internal partners, and account teams to drive adoption, retention, and long-term growth.

This is an excellent opportunity for an experienced Customer Success professional who enjoys managing complex customer relationships, influencing business outcomes, and partnering across the organization to deliver an exceptional customer experience.

• 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 closely with Account Executives to develop account strategies, support renewals, and identify expansion opportunities.
• Lead Executive Business Reviews, success planning sessions, and customer health discussions.
• Proactiv…