Senior Enterprise Customer Success Leader

SmartRecruiters, Inc.; San Mateo (CA); Hybrid; USD 112,000 - 145,000; Full time

Job summary

Freshworks is seeking a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America, with a hybrid onsite role at our San Mateo headquarters. You’ll partner with executives to maximize value, drive adoption, retention, and renewal readiness while coordinating with cross-functional teams.

You’ll manage a portfolio of 30–35 customers representing $5M–$7M in ARR, lead Executive Business Reviews, and collaborate with Account Executives on renewals and expansions;

Qualifications

• 5+ years of relevant customer-facing SaaS experience, including experience managing strategic or enterprise customers.
• Demonstrated success driving customer adoption, retention, renewals, and growth.
• Experience building relationships with both technical and business stakeholders, including executives.
• Strong commercial mindset with experience partnering on renewals and expansion.
• 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 navigate 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 closely with Account Executives on account strategy, renewals, and expansion opportunities
• Identify opportunities to deepen customer relationships and expand the value customers receive from Freshworks
• Collaborate across Product, Engineering, Support, and Professional Services to deliver successful customer outcomes
• Travel as needed for executive engagements and onsite customer meetings

Skills

SaaS

Enterprise customers

Customer success

Executive stakeholder management

Renewals & expansion

Cross-functional collaboration

Job description

Freshworks is seeking a Customer Success Manager to own a portfolio of Key and Enterprise customers across North America, with a hybrid onsite role at our San Mateo headquarters. You’ll partner with executives to maximize value, drive adoption, retention, and renewal readiness while coordinating with cross-functional teams.

You’ll manage a portfolio of 30–35 customers representing $5M–$7M in ARR, lead Executive Business Reviews, and collaborate with Account Executives on renewals and expansions;