Freshworks
Lead - Program Management
San Mateo, , United States · Senior
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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.
Responsibilities
- Customer Success to partner closely with AMER's leadership team and the Customer Success Center of Excellence (CoE) to execute regional Customer Success priorities and programs.
- Drive operational consistency across the AMER Customer Success organization.
- Manage internal communications and lead regional operational cadences
- Support forecasting processes, risk reviews, and operational reporting.
- Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region.
- Lead biweekly regional customer risk review meetings, ensuring risks are tracked, actioned, and communicated to leadership.
- Manage and distribute the weekly Customer Success newsletter to keep the organization informed on key updates, initiatives, and announcements.
- Create and maintain the monthly Customer Success All Hands presentation deck, partnering with leaders to collect updates and prepare meeting content.
- Support the quarterly forecasting process by validating churn data, identifying discrepancies, and improving data hygiene to help ensure the organization remains on track to achieve retention targets.
- Manage Customer Success communications, documentation, and knowledge resources.
Requirements
- Bachelor's degree in Business, Project Management, Information Systems, or a related field preferred.
Compensation
- $123k-$152k
Company info
- 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.
This listing is sourced directly from Freshworks's careers page and normalized into a canonical job model.