Enterprise CSM: Drive Adoption, Retention & Growth

Freshworks; Massachusetts; Hybrid; USD 109,000 - 134,000; Full time

Benefits offered by this job

Dental and vision insurance

Disability and life insurance

Flexible spending accounts

Commuter benefits

Wellness programs

Adoption and parental leave

Job summary

Freshworks in Boston’s downtown office is seeking a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America. You will serve as a strategic partner, driving adoption, retention, and growth while aligning customer outcomes with Freshworks solutions.

This hybrid role requires building relationships with executives and cross-functional teams, leading executive business reviews, and coordinating across Product, Engineering, Support, and Professional Services.

Qualifications

• 5+ years of relevant customer-facing SaaS experience with strategic/enterprise customers
• Proven ability to drive adoption, retention, renewals, and growth
• Experience building relationships with executives and technical/business stakeholders
• Strong commercial mindset with renewals/expansion experience
• Experience leading executive reviews (EBR/QBR) and managing complex customer relationships

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 and strategic customer engagements
• Coordinate cross-functional teams to resolve customer risk and drive outcomes
• Partner with Account Executives on renewals and expansion opportunities
• Collaborate with Product, Engineering, Support, and Professional Services to deliver outcomes
• Travel as needed for executive engagements and onsite meetings

Skills

Customer success

Enterprise customers

Executive relationships

Renewals

Cross-functional collaboration

Communication

Presen tation

Job description

Freshworks in Boston’s downtown office is seeking a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America. You will serve as a strategic partner, driving adoption, retention, and growth while aligning customer outcomes with Freshworks solutions.

This hybrid role requires building relationships with executives and cross-functional teams, leading executive business reviews, and coordinating across Product, Engineering, Support, and Professional Services.