Senior Manager - Customer Success (Top tier)

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.

As the Senior Manager - Customer Success, you will lead a high-performing team, overseeing the end-to-end customer journey. Your role will be pivotal in developing strategies to drive customer engagement with clear value outcomes, retention, minimize churn, create expansion and foster customer advocacy. Working closely with Sales, Product, and Support, you will ensure our customers derive maximum value from our solutions while helping to scale our customer success initiatives across the organization.

Key Responsibilities:

• Leadership & Team Management: Lead, mentor, and develop a team of Customer Success Managers (CSMs), driving high performance and fostering a customer-first culture. Provide guidance on complex customer issues and ensure consistent team execution of customer success strategies.

• Customer Retention & Churn Reduction: Develop and execute strategies to reduce churn and ensure the long-term success of our customer base. Proactively identify at-risk accounts, develop mitigation plans, and work with customers to address challenges before they escalate.

• Customer Lifecycle Ownership: Oversee the full customer journey from onboarding through renewals and expansions, ensuring each phase is optimized for customer satisfaction, value delivery, and growth. Collaborate with Sales on upsell and cross-sell opportunities.

• Customer Advocacy & Expansion: Foster strong relationships with key decision-makers and champions within customer organizations. Advocate for customer needs internally, ensuring alignment with product roadmaps and company initiatives that drive customer success.

• Data-Driven Insights & Reporting: Leverage data to measure and improve customer health, monitor KPIs (e.g., CSAT, retention), and make informed decisions to drive account success. Report on team performance, customer outcomes, and churn reduction efforts to senior leadership.

• Process Improvement & Scalability: Refine customer success processes and systems to improve efficiency, scale operations, and enhance the overall customer experience. Partner with cross-functional teams to streamline workflows and ensure a seamless customer experience.

• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience). Masters in Business Administration preferred

• 13+ years of overall experience in Customer Success, Account Management, or similar roles, with at least 4+ years in a leadership position handling India or Asia enterprise markets.

• Proven track record of managing customer success teams and delivering exceptional customer outcomes.

• Strong understanding of customer lifecycle management, retention strategies, and account growth.

• Excellent leadership, interpersonal, and communication skills, with the ability to build relationships with both customers and internal teams.

• Be an Evangelist of products with ability to speak in multiple forums about customer and industry trends 

• Data-driven mindset with the ability to analyze customer metrics and derive actionable insights.

• Ability to work cross-functionally and influence decision-making at all levels of the organization.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.