Freshworks · 19 hours ago
Lead - Customer Success
Boston, MA
Full-time
Hybrid
Mid, Senior Level
$102K/yr - $134K/yr
5+ years expFreshworks is a company that builds uncomplicated service software aimed at enhancing customer and employee experiences. They are seeking a Lead - Customer Success to manage and grow relationships with their largest accounts, focusing on retention, product adoption, and identifying expansion opportunities.
CRMInformation ServicesInformation TechnologySaaSSoftware
Responsibilities
Build and nurture relationships with Mid-Market and Enterprise customers by aligning Freshworks solutions to their strategic goals and vision
Create and manage detailed success plans tied to customer business objectives, key milestones, and desired outcomes to ensure consistent engagement and value realization
Track and analyze product usage patterns to proactively identify risks, improve adoption, and deliver measurable business impact
Lead strategic conversations using benchmarks, best practices, and maturity assessments to guide customers toward their future-state goals
Provide guidance on AI capabilities, industry trends, and the Freshworks roadmap to help customers adopt innovative solutions that improve operational efficiency
Plan and deliver impactful quarterly business reviews tailored to customer goals, focusing on ROI, usage metrics, and strategic alignment; travel onsite as needed
Build trusted stakeholder relationships to detect and address competitive risks early, strengthening customer confidence in Freshworks
Act as the primary point of contact for success-related initiatives, managing escalations with urgency and coordinating across teams to ensure resolution
Represent the voice of the customer within Freshworks, sharing actionable insights with Product, Engineering, Support, and Marketing to influence product evolution and customer-centric decisions
Partner with Sales to drive account expansion by uncovering new teams, geographies, or product opportunities in alignment with customer growth plans
Travel as needed to meet customers and strengthen relationships while delivering value
Qualification
Required
5-7 years of 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 EX/ITSM 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 Employee Experience application landscape common amongst Enterprise companies
Bachelor's Degree or equivalent career experience
Company
Freshworks
Freshworks is building and delivering online cloud-based software-as-a-service that provides helpdesk support with automation solutions.
1001-5000 employees
H1B Sponsorship
Freshworks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (23)
2023 (7)
2022 (11)
2021 (10)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$484MKey Investors
Steadview CapitalPeak XV PartnersTiger Global Management
2021-09-21IPO
2020-01-01Secondary Market· $85M
2019-11-04Series H· $150M
Leadership Team
Dennis Woodside
CEO, President
Shan Krishnasamy
Co-founder and CTO
Recent News
2026-01-19
2026-01-17
womenentrepreneursreview.com
2026-01-11
Company data provided by crunchbase