Customer Success Manager — Key & Enterprise
Core
Strategic partner to Key and Enterprise customers to maximize software investment value, drive adoption, retention, and long-term growth.
Role type
Senior Customer Success Manager (Key & Enterprise)
Builds
Customer success outcomes, retention, and expansion for enterprise SaaS clients
Domain
B2B SaaS / Customer Experience (CX) and Employee Experience (EX)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, executive relationship building, risk management, cross-functional collaboration, commercial mindset, EBR/QBR leadership, adoption and value realization
Preferred skills
Experience with $5M-$7M ARR portfolios, navigating complex stakeholder relationships
Technologies
Freshworks CX/EX software suite
Responsibilities
Own portfolio of 30-35 Key and Enterprise customers; Lead Executive Business Reviews and success planning; Proactively identify and resolve customer risks; Partner with Account Executives on renewals and expansion; Collaborate with Product, Engineering, and Support teams; Travel for executive engagements and onsite meetings
Seniority
Senior, hands-on IC
