Enterprise Customer Success Lead: Growth & Adoption

SmartRecruiters, Inc.; Boston; Hybrid; PHP 6,813,000 - 8,416,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

Disability insurance

Life insurance

Flexible spending

Commuter benefits

Wellness benefits

Adoption leave

Parental leave

Job summary

Freshworks is seeking a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America, focusing on adoption, retention, and growth. You’ll partner with stakeholders and cross-functional teams to mitigate risk and drive meaningful business outcomes.

You’ll manage relationships with executives and business owners, lead strategic reviews, and ensure renewal readiness while traveling for executive engagements and onsite meetings as needed.

Qualifications

• 5+ years of relevant customer-facing SaaS experience.
• Demonstrated success driving adoption, retention, renewals, and growth.
• Experience building relationships with technical and business stakeholders, including executives.
• Strong commercial mindset with renewals and expansion experience.
• Experience leading EBRs/QBRs and navigating complex customer relationships.
• Strong communication, presentation, and cross-functional collaboration skills.
• Proactive, hands-on approach with the ability to manage multiple priorities.

Responsibilities

• Own a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR.
• 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 other strategic customer engagements.
• Proactively identify customer risk and coordinate cross-functional teams to drive resolution.
• Partner with Account Executives on account strategy, renewals, and expansion opportunities.
• Identify opportunities to deepen customer relationships and expand value delivered.
• Collaborate with Product, Engineering, Support, and Professional Services to deliver successful outcomes.
• Travel as needed for executive engagements and onsite customer meetings.

Job description

Freshworks is seeking a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America, focusing on adoption, retention, and growth. You’ll partner with stakeholders and cross-functional teams to mitigate risk and drive meaningful business outcomes.

You’ll manage relationships with executives and business owners, lead strategic reviews, and ensure renewal readiness while traveling for executive engagements and onsite meetings as needed.