Lead - Program Management

Freshworks

San Mateo, us💼 Full-time💰 $123,000–$123,000🗓 2026-09-25

Core

Drive operational excellence and execute key Customer Success programs and initiatives across the AMER region.

Role type

Senior Program Manager (Customer Success Operations)

Builds

Regional Customer Success programs, operational cadences, and cross-functional initiatives

Domain

SaaS / Customer Success

Deliverable

product features

Required skills

Program management, cross-functional coordination, operational reporting, data validation, executive presentation creation, meeting facilitation, AI tool proficiency

Preferred skills

PMP certification, business intelligence tools (Power BI, Tableau, Looker), advanced AI usage

Technologies

Power BI, Tableau, Looker

Responsibilities

Partner with Customer Success CoE to execute regional initiatives; lead biweekly customer risk review meetings; manage weekly newsletters and monthly all-hands presentations; support quarterly forecasting and churn data validation; administer CSM awards program; improve operational processes and team efficiency.

Seniority

Senior, hands-on IC

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About Freshworks

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.