Hybrid opportunity at
FreshworksLead - Program Management
Freshworks' AMER Customer Success organization is recruiting a Lead for Program Management. This full-time, hybrid role reports to the Senior Director of Customer Success and works…
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About This Role
Freshworks' AMER Customer Success organization is recruiting a Lead for Program Management. This full-time, hybrid role reports to the Senior Director of Customer Success and works with regional leadership and the Center of Excellence for CS. Its purpose is to carry out regional programs, keep operations consistent, and strengthen forecasting and reporting. Much of the work is recurring operational rhythm. The lead runs biweekly regional risk reviews so issues are…
Job Description
Freshworks' AMER Customer Success organization is recruiting a Lead for Program Management. This full-time, hybrid role reports to the Senior Director of Customer Success and works with regional leadership and the Center of Excellence for CS. Its purpose is to carry out regional programs, keep operations consistent, and strengthen forecasting and reporting.
Much of the work is recurring operational rhythm. The lead runs biweekly regional risk reviews so issues are logged, acted on and escalated, sends out the weekly Customer Success newsletter, assembles the monthly all-hands deck with leaders, and runs the CSM Awards recognition program. The job also includes checking churn figures during the quarterly forecast and maintaining team documentation and knowledge resources.
Candidates should bring at least five years of combined customer success and project or program management experience in SaaS. Onsite presence is three days a week, Tuesday through Thursday, at the San Mateo, California headquarters. The posting gives a base salary range of $123,000 to $152,000 per year, with bonus eligibility, equity, employee stock purchase plan access and flexible paid time off.
Responsibilities
- Work with the Center of Excellence to deliver regional initiatives and programs covering AMER.
- Run biweekly customer risk review meetings and keep leadership updated on actions.
- Circulate the weekly CS newsletter.
- Build and maintain the monthly all-hands presentation with input from leaders.
- Organize and run the CSM Awards program: nominations, announcements and recognition.
- Check churn data for the quarterly forecast and fix discrepancies to support retention targets.
- Oversee CS communications, documentation and knowledge materials.
- Coordinate with Customer Success, Revenue Operations, Enablement and Sales on process improvements.
Requirements
- At least five years of combined CS and project or program management experience in SaaS.
- Experience running projects from planning through delivery.
- Experience supporting leadership with planning, reporting and communications.
- Experience running recurring cadences such as forecast reviews and team meetings.
- Experience producing executive-ready decks, dashboards and reports.
- Solid organizational skills for juggling several priorities.
Qualifications
- A bachelor's-level degree in business, project management, IS or a neighboring field (preferred).
- PMP certification (preferred).
- Familiarity with Power BI, Tableau or Looker.
- Skill in using AI tools to cut manual work.
Core Skills
Benefits
- Medical, dental, vision, disability and life insurance options.
- Equity and ESPP eligibility.
- Flexible PTO, flexible spending, commuter and wellness benefits.
- Adoption and parental leave benefits.
- Target bonus eligibility.
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 names the San Mateo, California headquarters as the onsite base. Onsite presence is expected three days a week, Tuesday through Thursday.
Is the role hybrid?
Yes. The posting describes it as hybrid, with onsite expectations of three days a week.
What is the base salary?
The annual base range is $123,000 to $152,000. The role is also bonus-eligible, and the posting mentions equity and ESPP access.
How much experience is required?
The posting asks for at least five years of combined Customer Success and project or program management experience in SaaS.
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