Why This Job is Featured on The SaaS Jobs
Freshworks operates at enterprise SaaS scale, and this Customer Success leadership role sits in the “digital tier” where outcomes are delivered across a large SMB base through repeatable, tool-driven engagement. That combination—high-volume accounts, segmented touch models, and clear health signals—reflects a mature SaaS operating system where customer value is managed as a measurable, scalable motion rather than a purely relationship-led one.
For a SaaS career, the role builds durable experience in running retention and expansion as a portfolio business. It emphasizes designing playbooks, instrumenting adoption, and using customer success platforms to turn product usage into actionable workflows. The cross-functional interfaces with Product, Sales, Marketing, and Support are also typical of SaaS companies that treat post-sale as a growth engine, offering exposure to how feedback loops and feature launches translate into commercial impact.
This position is best suited to a manager who prefers coaching and systems-building over ad hoc firefighting, and who is comfortable being accountable to metrics like NRR, churn, and CSAT. It will fit professionals who enjoy balancing escalation management with process design, and who want to lead a team operating in a structured, data-oriented SMB SaaS environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Company 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 make or 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
Responsibilities
- Lead and coach a team of CSMs managing a large SMB customer portfolio
- Drive product adoption, retention, renewals and expansions at scale
- Define and execute scalable engagement models (tech-touch / low-touch / high-touch)
- Understand customer workflows and document repeatable success playbooks
- Enable the team to deliver use-case driven demos and solutions
- Monitor product usage and customer health to identify risks and growth opportunities
- Act as an escalation point for customer issues, renewals and churn risks
- Partner with Product, Sales, Pre-Sales, Marketing, Support to drive outcomes
- Promote new features and product innovations across the customer base
- Use data and CS tools (e.g., Natero) to improve engagement and adoption
- Own key metrics: Adoption, Retention, NRR, Churn, NPS/CSAT
- Ensure compliance with information security standards
Qualifications
- Proven ability to act as a strategic trusted advisor
- Strong communication, presentation, and articulation skills
- Self-starter with the ability to manage diverse customer portfolios
- Ability to report and share customer status regularly
- Bachelor’s Degree in Computer Science or Business preferred
- 10+ years of experience in Customer Success or SaaS customer-facing roles
- People management experience leading Customer Success teams
- Experience working in SMB or high-volume SaaS environments
Additional Information
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. Fresh vision. Real impact. Come build it with us.
