Lead - Customer Success (Top-Tier Accounts)

Freshworks; Toronto; On-site; CAD 158,000 - 228,000; Full time

Job summary

A leading software company in Toronto is seeking a Lead - Customer Success to manage top-tier accounts. In this role, you will drive product adoption, retention, and growth for major clients. Ideal candidates will have 5-7 years of experience with Mid-Market and Enterprise accounts, possess strong relationship management skills, and demonstrate the ability to collaborate with technical and executive stakeholders. Competitive compensation package includes a base salary of CAD $158,400 to $227,700, plus benefits.

Benefits

Dental, medical, vision insurance

Flexible PTO

Equity and ESPP

Commuter benefits

Wellness benefits

Qualifications

• 5-7 years of experience in managing Mid-Market and/or Enterprise-level accounts.
• Experience with multiple levels of customer stakeholders.
• Proven track record of identifying expansion opportunities.

Responsibilities

• Drive product adoption, retention, and account growth.
• Build relationships with Mid-Market and Enterprise customers.
• Track and analyze product usage patterns.

Skills

Account management

Customer engagement

Cross-functional collaboration

Critical thinking

SaaS functionality demonstration

Education

Bachelor's Degree or equivalent career experience

Job description

Lead - Customer Success (Top-Tier Accounts)

• Contract

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.

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts.

Responsibilities

Our Lead - Customer Success are responsible for driving product adoption, retention, and account growth across a portfolio of customers. With deep domain expertise in Helpdesk, Chat, AI, and Telephony, they serve as a consultative partner to customers- engaging at key points in the lifecycle to align Freshworks solutions to business goals. By delivering tailored recommendations based on customer maturity and industry best practices, they help customers realize measurable value, minimize churn risk, and identify strategic expansion opportunities in collaboration with Sales.

Internally, they act as a key conduit of customer insight - partnering cross-functionally with Sales, Product, Engineering, Support, and Marketing to ensure the voice of the customer shapes roadmap priorities, innovation efforts, and go-to-market alignment.

Build and nurture relationships with Mid-Market and Enterprise customers by aligning Freshworks solutions to their strategic goals and EXvision.

Create and manage detailed success plans tied to customer business objectives, key milestones, and desired outcomes to ensure consistent engagement and value realization

Track and analyze product usage patterns to proactively identify risks, improve adoption, and deliver measurable business impact.

Lead strategic conversations using benchmarks, best practices, and maturity assessments to guide customers toward their future-state goals.

Provide guidance on AI capabilities, industry trends, and the Freshworks roadmap to help customers adopt innovative solutions that improve operational efficiency.

Plan and deliver impactful quarterly business reviews tailored to customer goals, focusing on ROI, usage metrics, and strategic alignment; travel onsite as needed.

Build trusted stakeholder relationships to detect and address competitive risks early, strengthening customer confidence in Freshworks.

Act as the primary point of contact for success-related initiatives, managing escalations with urgency and coordinating across teams to ensure resolution.

Represent the voice of the customer within Freshworks, sharing actionable insights with Product, Engineering, Support, and Marketing to influence product evolution and customer-centric decisions.

Partner with Sales to drive account expansion by uncovering new teams, geographies, or product opportunities in alignment with customer growth plans.

Qualifications

• 5-7 years of experience in managing Mid-Market and/or Enterprise-level accounts
• Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams
• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams
• Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required
• Functional domain/technical knowledge of EXsolutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. Freshworks knowledge is a bonus
• Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers.
• High-level understanding of enterprise architecture principles and familiarity with the Customer Experience application landscape common amongst Enterprise companies.
• Bachelor’s Degree or equivalent career experience.

This role is based in the Toronto Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a variable bonus.

Compensation Package

$158,400-$227,700 CAD Base Salary + Variable Compensation (where applicable)

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

Benefits

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.