Customer Success Manager

📋 Description

• • Own and nurture a portfolio of Mid-Market & Enterprise customers across North America, acting as their strategic partner and the single-threaded owner of their success journey with Freshworks. You will quarterback renewals, expansions, and advocacy while ensuring every customer becomes a vocal champion of our CX and EX SaaS suite.
• • Build trust-based relationships with technical and executive stakeholders—CIOs, VPs of Support, HR leaders, and line-of-business owners—through quarterly business reviews, roadmap sessions, and executive briefings. Translate their strategic objectives into measurable success plans that map Freshworks capabilities to revenue, cost-savings, and employee-experience KPIs.
• • Drive product adoption and time-to-value by analyzing usage telemetry, support tickets, and NPS feedback; then craft targeted enablement campaigns, in-app guidance, and custom training. You will reduce churn risk by identifying red-flag metrics (declining seat utilization, dormant workflows, low feature breadth) and mobilizing internal resources—Professional Services, Support, Product, and Engineering—to deliver rapid remediation.
• • Collaborate with Account Managers on whitespace mapping and multi-year account plans. You will co-sell expansion opportunities (additional products, seat growth, premium support tiers) and own the renewal forecast, pricing strategy, and negotiation to protect and grow Net Retention Rate (NRR).
• • Serve as the voice of the customer inside Freshworks. Distill field insights into actionable feedback for Product Management, champion roadmap items that unblock adoption, and partner with Marketing to turn success stories into case studies, webinars, and reference calls that fuel pipeline.
• • Lead cross-functional “Success Squads” that include Sales Engineers, Solution Consultants, and Renewals Specialists. You will orchestrate onboarding, launch, and optimization sprints; manage escalations with urgency and transparency; and ensure every touchpoint reinforces a white-glove experience.
• • Travel up to 25% for onsite executive workshops, user-group events, and EBC visits, while maintaining a disciplined approach to pipeline hygiene in Salesforce, Gainsight, and Tableau dashboards. Document every interaction, risk, and expansion opportunity so leadership has real-time visibility into the health of your book of business.
• • Champion Freshworks’ best-practice playbooks—AI-powered self-service, omnichannel routing, employee-experience automation—and continuously refine them based on customer outcomes. You will mentor newer CSMs, contribute to the global knowledge base, and help scale our Customer Success organization as we double ARR over the next 24 months.