Lead Customer Success Manager

San Mateo, CA, us💼 Full-time💰 $112,000–$112,000🗓 2026-10-01 → 2026-10-02

Core

Strategic partner to Key and Enterprise SaaS customers to drive adoption, retention, renewal readiness, and long-term growth.

Role type

Lead Customer Success Manager (Enterprise)

Builds

Customer health, retention, and expansion within the Freshworks Enterprise portfolio

Domain

SaaS / Customer Experience (CX) and Employee Experience (EX)

Required skills

Strategic account management, executive stakeholder engagement, risk mitigation, cross-functional collaboration, commercial mindset, EBR/QBR leadership

Preferred skills

Experience with $5M-$7M ARR portfolios, technical stakeholder management, onsite engagement

Technologies

Freshworks CX/EX software suite

Responsibilities

Own portfolio of 30-35 Key/Enterprise customers, lead Executive Business Reviews, proactively identify and resolve customer risks, partner with Account Executives on renewals and expansion, collaborate with Product/Engineering/Support teams, travel for onsite meetings

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.