Lead - Customer Success (Top-Tier Accounts)

Freshworks; Toronto; On-site; CAD 158,400 - 227,700; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

Disability insurance

Life insurance

Equity + ESPP

Flexible PTO

Commuter benefits

Wellness benefits

Adoption and parental leave benefits

Job summary

A leading software company in Toronto is seeking a Lead - Customer Success to enhance and manage relations with top-tier accounts. The role involves ensuring product adoption and retention while aligning solutions to customer goals. With 5-7 years of experience in account management and a bachelor's degree, candidates should demonstrate a proven ability to engage with stakeholders and drive strategic initiatives. This position offers a competitive salary range of CAD 158,400–227,700 and an attractive benefits package.

Qualifications

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

Responsibilities

• Build relationships with Mid-Market and Enterprise customers, aligning solutions to their goals.
• Create success plans tied to customer objectives and desired outcomes.
• Track product usage to identify risks and improve adoption.

Skills

Account management

Customer relationship building

Data analysis

Strategic planning

SaaS functionality explanation

Education

Bachelor's Degree or equivalent career experience

Job description

Lead - Customer Success (Top-Tier Accounts)

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

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.

Responsibilities

• Build and nurture relationships with Mid‑Market and Enterprise customers by aligning Freshworks solutions to their strategic goals and EX vision.
• 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 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.
• Functional domain/technical knowledge of EX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support the 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.

Additional Information

This role is based in the Toronto Area. The expected base salary range for this position is $158,400–$227,700 CAD per year, with variable bonus potential. The actual salary may vary based on professional background, experience, and market demand.

Compensation Package:
$158,400–$227,700 CAD Base Salary + Variable Compensation (where applicable).

Benefits include dental, medical, vision, disability and life insurance, equity + ESPP, flexible PTO, flexible spending, commuter benefits, wellness benefits, adoption and parental leave benefits.

Freshworks is an equal opportunity employer. We are committed to providing equal opportunity and fostering an inclusive workplace welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. Fresh vision. Real impact. Come build it with us.