Freshworks

Strategic Customer Success Manager

Boston, MA, United States

Sponsorship not specified$20k-$25kDetected 5 days ago

Account ManagementCustomer SuccessLeadershipCommunication

About the role

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives.
Software is a choice that can make or break a business.
Business software has become a blocker instead of ways to get work done.

Build trusted relationships with executive sponsors, C-suite leaders, and key decision-makers across complex enterprise organizations.
Drive long-term customer strategy, executive alignment, product adoption, retention, and growth.
Lead Executive Business Reviews, strategic planning sessions, and executive customer engagements.
Partner with Account Executives and Sales Leadership to develop long-term account strategies and expansion plans.
Serve as the executive voice of the customer by partnering with Product, Engineering, Support, Professional Services, Marketing, and Executive Leadership.
Lead complex customer escalations and coordinate cross-functional teams to deliver exceptional customer outcomes.
Demonstrated success building trusted partnerships with C-suite executives and senior business leaders
Come build it with us.
To create a better experience for their customers and employees.
Create better or worse experiences.

10-12+ years of experience in Customer Success, Enterprise Consulting, Technical Account Management, or Enterprise Account Management within SaaS
Strong understanding of enterprise SaaS platforms and enterprise technology ecosystems

The annual base salary range for this position is $142,000 - $176,000 USD.
This role is eligible for a target bonus and operates under an 80/20 pay mix (80% base salary, 20% variable compensation).

Own a select portfolio of approximately 20-25 Strategic Enterprise Customers representing $8M-$10M in ARR.
Travel regularly to customer sites for executive meetings, strategic planning sessions, and business reviews, including hosting customers at Freshworks offices when appropriate.
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.

We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.

This listing is sourced directly from Freshworks's careers page and normalized into a canonical job model.