Why This Job is Featured on The SaaS Jobs
Strategic Customer Success roles sit at the center of the SaaS revenue engine, where retention, adoption, and expansion are managed as measurable outcomes rather than relationship maintenance. Freshworks’ focus on its Enterprise segment signals a mature SaaS motion with complex stakeholder environments, multi-product deployments, and decision cycles that extend well beyond a single champion. The defined portfolio size and ARR responsibility also indicate a role built around prioritisation and value articulation at scale.
For SaaS career development, this position builds fluency in the operating metrics and rituals that shape durable recurring revenue, including health scoring, executive business reviews, and long-range account planning. It also offers repeated practice translating product capabilities into business cases that stand up at CIO and C-suite level, a skill that transfers across PLG and sales-led models. Cross-functional coordination with Sales, Product, Engineering, and Services is a common pathway to broader leadership in post-sales, revenue operations, or customer strategy.
This role suits an experienced SaaS professional who prefers structured, high-stakes account work and is comfortable navigating both commercial and technical conversations. It aligns with someone who enjoys being accountable for outcomes, influencing without direct authority, and spending time in executive-facing settings, including onsite engagement in a hybrid, travel-enabled setup.
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
At Freshworks, we're on a mission to help businesses delight their customers and employees through simple, powerful software. As we continue to grow our Enterprise business, we're looking for a Strategic Customer Success Manager to partner with some of our largest and most influential customers across North America.
This is a highly visible role where you'll own relationships with a select portfolio of our most strategic accounts—organizations that represent millions in annual recurring revenue and play a critical role in Freshworks' continued growth.
As a trusted advisor, you'll work closely with executive stakeholders to understand their business priorities, align Freshworks solutions to their strategic objectives, and ensure they're realizing measurable value from their investment. You'll collaborate across Sales, Product, Engineering, Professional Services, and Executive Leadership to advocate for your customers and help shape their long-term success.
If you enjoy building executive relationships, navigating complex enterprise organizations, and making a measurable impact on customer outcomes and business growth, we'd love to meet you.
What You'll Do
- Own a portfolio of approximately 20-25 Strategic and Key Enterprise customers, representing $8M-$10M in ARR
- Build trusted partnerships with executive sponsors, business leaders, and technical stakeholders, serving as the strategic advisor throughout the customer lifecycle
- Help customers maximize the value of their Freshworks investment by driving adoption, business outcomes, retention, and long-term growth
- Lead Executive Business Reviews, strategic planning sessions, success plans, and value realization conversations with senior customer stakeholders
- Partner closely with Account Executives and Sales leadership to develop account strategies that strengthen customer relationships and uncover expansion opportunities
- Leverage customer health, product adoption, and business insights to proactively identify risks, remove obstacles, and drive measurable customer outcomes
- Collaborate across Product, Engineering, Support, Professional Services, Marketing, and Customer Advocacy to represent the voice of the customer and influence future product direction
- Serve as the primary strategic point of contact for executive customer engagements, helping navigate complex business and technical discussions while ensuring exceptional customer experiences
- Travel to customer sites throughout the year to strengthen relationships, facilitate executive meetings, and support strategic business initiatives
Qualifications
- 10-12+ years of experience in Customer Success, Technical Account Management, Enterprise Consulting, Account Management, or a similar customer-facing SaaS role
- Experience managing strategic or enterprise customer portfolios with responsibility for driving retention, adoption, and revenue growth
- A proven ability to build trusted relationships with executive stakeholders, including CIOs, CTOs, senior business leaders, and other C-suite executives
- Strong commercial acumen with experience partnering on renewals, growth strategies, and long-term customer planning
- Experience leading Executive Business Reviews and facilitating strategic conversations that connect technology investments to business outcomes
- Exceptional communication, presentation, and relationship-building skills with the confidence to influence both customer executives and internal leadership
- Strong technical curiosity and the ability to understand enterprise technology ecosystems while translating complex concepts into business value
- A collaborative mindset with experience partnering across Sales, Product, Engineering, Support, and Professional Services
- Ability to travel to customer sites as needed
Additional Information
This is a hybrid position based in our downtown Boston office, with an expectation of working onsite Tuesday through Thursday. Regular travel is required to support executive customer engagements, strategic business reviews, and onsite meetings.
The annual base salary range for this position is $108,800 - $134,400 USD. This role is eligible for a target bonus and operates under an 80/20 pay mix (80% base salary, 20% variable compensation). Actual compensation will vary based on experience, skills, and qualifications.
Freshworks offers multiple options for dental, medical, vision, disability and life insurances, 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.
