Job Description

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 makeo r 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. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Job Description

Freshworks is seeking a dynamic and strategic Sr. Manager of Customer Success Management to lead a team of high-performing CSMs reporting into the VP of Customer Success at Device42, a Freshworks company. This individual will be responsible for driving customer outcomes, retention, and expansion through a culture of transparency, accountability, and value-focused engagement.

This role is perfect for a people-first leader who thrives in a collaborative, customer-obsessed environment and believes in empowering teams to make informed, data-driven decisions.

What You’ll Do

• Hire, Lead, and Scale a High-Impact Team: Hire, manage, and mentor a team of CSM leaders and individual contributors, fostering a high-performance culture that prioritizes development, collaboration, and continuous improvement

• Drive Customer Success Outcomes: Own strategies for churn prevention and revenue expansion through proactive account management, outcome-driven value communications, health checks, and growth opportunity identification

• Deepen Customer Relationships: Act as a sponsor for key accounts, building trust with customer stakeholders and aligning solutions with their strategic goals through meaningful in-person and virtual engagements

• Champion Operational Excellence: Lead cross-functional initiatives to enhance CSM workflows, improve the customer lifecycle, and standardize scalable engagement models, success planning tools, and enablement practices

• Ensure Organizational Alignment and Visibility: Provide clear, consistent reporting and insights to senior leadership, flagging key risks, sharing customer feedback, and supporting data-informed decision-making across the business

Qualifications

• 6–10 years of experience in Customer Success or related roles, with 2+ years in people leadership

• Consistently delivered on Gross Retention & Net Expansion targets 

• Strong track record of building and scaling CSM teams in SaaS or multi-product environments

• Deep knowledge of customer engagement models, lifecycle management, and strategic account planning

• Exceptional communication, coaching, and collaboration skills

• A growth mindset rooted in transparency, accountability, excellence, and empathy

• Availability to travel

Additional Information

The annual base salary range for this position is $166,400-239,200 USD

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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