Senior Program Manager, Customer Success – Equity & Growth

Freshworks; San Mateo (FL); On-site; USD 123,000 - 152,000; 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

Parental leave

Job summary

Freshworks in the AMER region seeks a Program Manager to drive operational excellence across Customer Success programs. You will partner with the CoE and cross-functional teams to coordinate regional initiatives, improve data quality, and ensure consistent execution.

The role also emphasizes forecasting support, risk reviews, and clear communications, with a focus on data hygiene and process improvement across the AMER region.

Qualifications

• Bachelor's degree or equivalent required in a related field.
• 5+ years of CS and PM experience in SaaS industry.
• Experience coordinating cross-functional initiatives and reporting.

Responsibilities

• Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region.
• Lead biweekly regional customer risk review meetings, ensuring risks are tracked, actioned, and communicated to leadership.
• Manage and distribute the weekly Customer Success newsletter to keep the organization informed on key updates, initiatives, and announcements.
• Create and maintain the monthly Customer Success All Hands presentation deck, partnering with leaders to collect updates and prepare meeting content.
• Coordinate and administer the CSM Awards program, including nominations, communications, and recognition.
• Support the quarterly forecasting process by validating churn data, identifying discrepancies, and improving data hygiene to help ensure the organization remains on track to achieve retention targets.
• Manage Customer Success communications, documentation, and knowledge resources.
• Collaborate with cross-functional teams to improve operational processes and execution.
• Take ownership of additional operational projects and cross-functional initiatives based on evolving business priorities.

Skills

Project management

Communication skills

PMP certification

Forecasting

Education

Bachelor's degree in Business, Project Management, Information Systems, or a related field

Tools

Power BI

Tableau

Looker

Job description

Freshworks in the AMER region seeks a Program Manager to drive operational excellence across Customer Success programs. You will partner with the CoE and cross-functional teams to coordinate regional initiatives, improve data quality, and ensure consistent execution.

The role also emphasizes forecasting support, risk reviews, and clear communications, with a focus on data hygiene and process improvement across the AMER region.