Lead Customer Success Manager

Freshworks; Boston, Northern (MA, KY); Hybrid; USD 109,000 - 134,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Adoption leave

Parental leave

Wellness benefits

Job summary

Freshworks in Boston is seeking a Customer Success Manager to partner with a portfolio of Key and Enterprise customers across North America. You will help customers maximize value through strategic guidance, proactive engagement, and cross-functional collaboration.

This is a hybrid role based in our downtown Boston office, with onsite work Tue–Thu and regular travel to support executive engagements and reviews. Base salary ranges $108,800–$134,400 USD, with target bonus.

Qualifications

• 7-10 years in Customer Success or SaaS roles.
• Experience managing Enterprise or Key accounts.
• Proven success in retention, adoption and growth.
• Experience with executive sponsors and cross-functional partners.
• Strong renewals and expansion experience.
• Excellent communication and relationship-building skills.
• Ability to navigate multiple priorities with cross-functional teams.
• Understanding of SaaS customer success best practices.

Responsibilities

• Manage a portfolio of 30-35 Key and Enterprise customers representing $5M-$7M ARR.
• Build trusted relationships with stakeholders across business and technical teams.
• Drive adoption, value realization, retention, and long-term growth.
• Partner with Account Executives to develop account strategies and support renewals/expansions.
• Lead Executive Business Reviews and health discussions.
• Monitor health and product adoption to identify risks and opportunities.
• Collaborate with Product, Engineering, Support, Services, and Advocacy to deliver outcomes.
• Serve as the primary contact for strategic engagements and escalations.
• Travel as needed to strengthen relationships and meet objectives.

Skills

Customer Success

Account Management

SaaS

Renewals & Expansion

Cross-functional Collaboration

Communication Skills

Relationship Building

Strategic Planning

Job description

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.

Job Description

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.

What You'll Do

• 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.
• Proactively monitor customer health and product adoption to identify risks and opportunities.
• Collaborate with Product, Engineering, Support, Professional Services, and Customer Advocacy to deliver successful customer outcomes.
• Serve as the primary point of contact for strategic customer engagements and escalations.
• Travel as needed to strengthen customer relationships and support business objectives.

Qualifications

• 7-10 years of experience in Customer Success, Technical Account Management, Consulting, or another customer-facing SaaS role
• Experience managing Enterprise or Key customer portfolios within a SaaS environment
• Demonstrated success driving customer retention, adoption, and growth
• Experience working with technical and business stakeholders, including executive sponsors
• Strong commercial mindset with experience partnering on renewals and expansion opportunities
• Excellent communication, presentation, and relationship-building skills
• Ability to navigate multiple priorities while partnering effectively across cross-functional teams
• Strong understanding of SaaS customer success best practices and enterprise technology environments

Additional Information

This is a hybrid position based in our downtown Boston office, with an expectation of working onsite Tuesday through Thursday. Regular travel is required to support executive customer engagements, strategic business reviews, and onsite meetings.

The annual base salary range for this position is $108,800 - $134,400 USD. This role is eligible for a target bonus and operates under an 80/20 pay mix (80% base salary, 20% variable compensation). Actual compensation will vary based on experience, skills, and qualifications.

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