Lead Customer Success Manager

Role Overview

As a Lead Customer Success Manager, you will serve as a strategic partner to customers, helping them maximize the value of their Freshworks investment while driving adoption, retention, and long-term growth. You will work closely with customer stakeholders and internal teams to proactively manage risk, strengthen executive relationships, and deliver meaningful business outcomes.

What You Will Do

You will own a portfolio of Key and Enterprise customers, drive adoption and value realization, and lead executive business reviews and success planning. You will also identify customer risk and coordinate cross-functional teams to drive resolution, partner with account executives, and travel as needed for executive engagements and onsite customer meetings.

Why It Might Be a Fit

We are looking for a customer-facing SaaS professional with 5+ years of experience, a strong commercial mindset, and experience building relationships with technical and business stakeholders. You will be part of a hybrid team, working onsite and remotely, with a focus on delivering successful customer outcomes.

Requirements

• 5+ years of relevant customer-facing SaaS experience
• 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

Benefits

• Annual base salary range of $108,800 – $134,400 USD
• Target bonus
• 80/20 pay mix (80% base salary, 20% variable compensation)
• Multiple options for dental, medical, vision, disability, and life insurances
• Flexible spending
• Commuter benefits
• Wellness benefits
• Adoption and parental leave benefits

Tagged as: Compensation Design