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 approximately 30-35 Key and Enterprise customers, build trusted relationships with business, technical, and executive stakeholders, drive adoption and value realization, and lead executive business reviews and other strategic customer engagements.

Why It Might Be a Fit

We are looking for a candidate with 5+ years of relevant customer-facing SaaS experience, including experience managing strategic or enterprise customers, and a strong commercial mindset with experience partnering on renewals and expansion.

Requirements

• 5+ years of relevant customer-facing SaaS experience
• Experience managing strategic or enterprise customers
• 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

• Dental insurance
• Medical insurance
• Vision insurance
• Disability insurance
• Life insurance
• Flexible spending
• Commuter benefits
• Wellness benefits
• Adoption benefits
• Parental leave benefits