Hybrid opportunity at
FreshworksLead Customer Success Manager
Freshworks is hiring a Lead Customer Success Manager to manage a book of Key and Enterprise accounts spanning North America. The posting puts the portfolio at…
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About This Role
Freshworks is hiring a Lead Customer Success Manager to manage a book of Key and Enterprise accounts spanning North America. The posting puts the portfolio at about 30 to 35 customers with $5 million to $7 million in annual recurring revenue. The full-time role is hybrid, based at the downtown Boston office with onsite days Tuesday through Thursday, and it involves regular travel for executive meetings. The person helps customers…
Job Description
Freshworks is hiring a Lead Customer Success Manager to manage a book of Key and Enterprise accounts spanning North America. The posting puts the portfolio at about 30 to 35 customers with $5 million to $7 million in annual recurring revenue. The full-time role is hybrid, based at the downtown Boston office with onsite days Tuesday through Thursday, and it involves regular travel for executive meetings.
The person helps customers get more out of their Freshworks subscription. Responsibilities include improving adoption, tracking account health, managing churn risk and preparing accounts for renewal. The role cultivates ties with business, technical and executive contacts, leads executive business reviews and success plans, and rallies internal teams when a customer issue needs attention.
Renewal and expansion strategy is shared with Account Executives, and the job also draws on Professional Services, Support, Engineering and Product teams. The listed base salary is $108,800 to $134,400 USD, with a target bonus under an 80/20 base-to-variable structure. Applicants should bring at least five years of client-facing SaaS experience with strategic accounts.
Responsibilities
- Manage a book of roughly 30 to 35 Key and Enterprise customers worth $5 million to $7 million in ARR.
- Earn trust among business leaders, technical contacts and executives.
- Drive adoption, value realization, account health, retention and renewal readiness.
- Run executive reviews with clients, build success plans and handle other high-level meetings.
- Spot account risks early and coordinate cross-team responses.
- Work with Account Executives on strategy, renewals and growth.
- Look for openings that strengthen the account relationship and increase what clients get from Freshworks.
- Travel for executive sessions and onsite customer visits.
Requirements
- Five or more years in client-facing SaaS roles, with time spent handling strategic or enterprise accounts.
- Proven results in lifting adoption and retention, and in renewals and expansion.
- Experience engaging technical staff, business leaders and executives.
- Commercial mindset with renewals and expansion experience.
- Experience running EBRs or QBRs and managing intricate client dynamics.
- Strong communication, presentation and cross-team skills.
Qualifications
- Juggling several priorities with a proactive, hands-on style.
Core Skills
Benefits
- Medical, dental, vision, disability and life insurance choices.
- Flexible spending, commuter and wellness benefits.
- Adoption and parental leave benefits.
- Target bonus eligibility on an 80/20 base-to-variable mix.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
The posting places the role at the downtown Boston office. It is hybrid, with onsite work expected Tuesday through Thursday.
What is the base salary?
The listed base range is $108,800 to $134,400 USD, with a target bonus under an 80/20 base-to-variable mix. The posting says actual pay depends on experience and qualifications.
How much experience is required?
The posting asks for at least five years of client-facing SaaS experience, including managing strategic or enterprise customers.
Does the role involve travel?
Yes. Regular travel is expected for senior client meetings, reviews and on-site visits.
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