Why This Job is Featured on The SaaS Jobs
Customer Success leadership roles remain pivotal in SaaS because recurring revenue depends on sustained adoption, measurable outcomes, and renewal discipline. This Lead Customer Success position sits in that core loop, working with a broad platform suite that spans CX and EX use cases. The scope across Mid Market and Enterprise accounts signals a mature SaaS operator where customer lifecycle management is structured, data-informed, and tied closely to retention and net revenue outcomes.
From a career standpoint, the role builds durable SaaS skills that translate across product-led and sales-led models: interpreting usage signals, shaping success plans, and translating platform capabilities into business value for multiple stakeholder layers. The emphasis on partnering with Sales, Product, Engineering, and Support also reflects how modern SaaS organizations operationalize the voice of the customer, making this a strong pathway into broader post-sales leadership or cross-functional go-to-market roles.
This role tends to suit professionals who enjoy consultative, outcomes-oriented work and can balance executive conversations with hands-on problem solving. It also fits someone comfortable operating with a portfolio mindset, running QBR-style cadences, and navigating escalations without losing sight of long-term account health. The hybrid setup suggests a preference for in-person collaboration and stakeholder proximity.
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
Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts. Our Customer Success team consults on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers.
Our Lead - Customer Success team members are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. We do this by demonstrating the value of Freshworks in business discussions with our customers by engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their maturity. The goal is to enable our customers to become successful and enthusiastic Freshworks champions.
Our Lead - Customer Success team members have a key role internally as well - Armed with key customer insight and knowledge, they work with the sales, product, engineering, support, and marketing teams to bring the voice of customers inside Freshworks.
Please note: This is a hybrid role that will be based in Bellevue, WA and requires an in-office presence three days per week (Tuesday - Thursday).
Build and foster strong relationships with your portfolio of managing our Mid-Market & Enterprise segments customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team by proactively guiding customers' technical adoption journey and enabling them to deliver innovation and demonstrable business value to their end business users.
Work with the Account Manager to manage all aspects of the account including defining account penetration, engagement, renewal and growth strategy.
Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn. The Lead - Customer Success ensure successful renewal.
Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)
Develop and apply domain/technical knowledge of the Freshworks platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
Act as the customer's first point of contact and liaison between customer and internal teams. Handle complaints, problems and escalations in timely, and effective manner
Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews
Travel as needed.
Qualifications
5+ years’ experience working in customer-facing technical roles (in Customer Success, consulting, or related discipline)
Experience in managing Mid-Market and/or Enterprise-level accounts
Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams
Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams
Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required
Functional domain/technical knowledge of CX or EX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. Freshworks knowledge is a bonus
Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers.
High-level understanding of enterprise architecture principles and familiarity with the IT application landscape common amongst Enterprise companies.
Bachelor’s Degree or equivalent career experience.
Additional Information
Please note: This is a hybrid role that will be based in Bellevue, WA and requires an in-office presence three days per week (Tuesday - Thursday).
This role is based in the Seattle Metropolitan Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a variable bonus.
Compensation Package
$112,000-$147,000 USD Base Salary + Variable Compensation (where applicable)
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 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.
