Strategic Customer Success Manager

Job Description

Job Description

Company 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 looking for a Strategic Customer Success Manager to partner with a select portfolio of our largest and most strategic customers across North America. 

This is a highly visible senior individual contributor role responsible for managing Freshworks' most valuable customer relationships—accounts that have a significant impact on our North America business. You'll work directly with executive stakeholders to align business objectives and customer outcomes while serving as a trusted advisor throughout the customer lifecycle. 

You'll collaborate closely with Sales, Product, Engineering, Professional Services, and Executive Leadership to help shape customer strategy, influence product direction, and ensure long-term customer success. 

If you're energized by executive engagement, complex enterprise relationships, and helping some of the world's leading organizations achieve meaningful business outcomes, we'd love to hear from you. 

What You'll Do

• Own a select portfolio of approximately 20-25 Strategic Enterprise Customers representing $8M-$10M in ARR. 
• Build trusted relationships with executive sponsors, C-suite leaders, and key decision-makers across complex enterprise organizations. 
• Drive long-term customer strategy, executive alignment, product adoption, retention, and growth. 
• Lead Executive Business Reviews, strategic planning sessions, and executive customer engagements. 
• Partner with Account Executives and Sales Leadership to develop long-term account strategies and expansion plans. 
• Leverage customer insights and business priorities to proactively identify opportunities, mitigate risk, and maximize customer value. 
• Serve as the executive voice of the customer by partnering with Product, Engineering, Support, Professional Services, Marketing, and Executive Leadership. 
• Lead complex customer escalations and coordinate cross-functional teams to deliver exceptional customer outcomes. 
• Travel regularly to customer sites for executive meetings, strategic planning sessions, and business reviews, including hosting customers at Freshworks offices when appropriate. 

Qualifications

• 10-12+ years of experience in Customer Success, Enterprise Consulting, Technical Account Management, or Enterprise Account Management within SaaS
• Experience managing large Strategic Enterprise customer portfolios with significant revenue responsibility 
• Demonstrated success building trusted partnerships with C-suite executives and senior business leaders
• Proven track record of driving customer retention, executive engagement, long-term growth, and business outcomes
• Strong commercial acumen with experience partnering on strategic renewals and expansion initiatives 
• Outstanding executive communication, presentation, and influencing skills
• Ability to navigate highly complex enterprise organizations while collaborating effectively across senior internal stakeholders
• Strong understanding of enterprise SaaS platforms and enterprise technology ecosystems 

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 $142,000 - $176,000 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.