Customer Success Manager

📋 Description

• • Own the end-to-end success of a portfolio of Mid-Market and Enterprise customers across North America, serving as their strategic advisor and primary point of contact for everything Freshworks. You will become the trusted partner who understands each customer’s unique business goals, technical landscape, and success metrics, then orchestrate the right mix of Freshworks CX and EX solutions to accelerate their outcomes.
• • Drive measurable impact on Net Revenue Retention (NRR) by proactively identifying churn risk, contraction threats, and expansion whitespace. Leverage product-usage telemetry, health scores, and executive-level business reviews to surface data-driven insights that keep renewals on track and uncover cross-sell and upsell opportunities you will hand off to Sales for rapid closure.
• • Architect and execute customer success plans that map Freshworks capabilities to the customer’s digital-transformation roadmap. Guide technical adoption journeys from onboarding through maturity, ensuring every stakeholder—from IT admins to C-suite executives—realizes continuous, demonstrable business value and becomes an enthusiastic Freshworks champion.
• • Partner daily with Account Managers, Renewals Specialists, Solution Engineers, Professional Services, Product, Engineering, and Support to deliver a unified customer experience. Translate customer feedback into actionable product requirements, escalate blockers with clear business justification, and champion the customer’s voice in every internal forum.
• • Deliver high-touch, high-impact engagements including weekly tactical calls, monthly adoption workshops, and quarterly business reviews (QBRs) that showcase ROI, celebrate wins, and co-create next-quarter success targets. Travel regionally as needed—up to 25%—to foster face-to-face relationships with key stakeholders.
• • Analyze complex usage and outcome data to craft prescriptive recommendations that improve ticket deflection, agent productivity, employee engagement, and customer satisfaction. Build executive-ready dashboards and success stories that quantify Freshworks’ contribution to cost savings, revenue growth, and brand loyalty.
• • Act as the first line of defense for escalations, owning the resolution process from initial triage through root-cause analysis and post-mortem. Coordinate internal war-room teams, set clear customer expectations, and communicate progress transparently until every issue is closed to the customer’s satisfaction.
• • Continuously refine your domain expertise in SaaS customer support, ITSM, CRM, and employee-experience technologies. Maintain Freshworks product certifications and contribute to internal knowledge bases, lunch-and-learns, and customer-facing webinars that elevate the entire CSM organization’s capabilities.
• • Champion a culture of customer obsession inside Freshworks by sharing win stories, risk alerts, and best-practice playbooks in weekly CSM stand-ups. Mentor newer team members and participate in cross-functional tiger teams that shape the next generation of customer-success tooling and processes.