Freshworks: Lead Customer Success Manager — San Mateo, CA, United States

About Freshworks

Freshworks develops cloud-based software for customer and employee experiences. Its product range includes customer support, sales and marketing automation, chat and IT service management. The employer names Freshdesk, Freshsales, Freshmarketer, Freshservice and Freshchat, supported by shared platform services. These applications address different operational needs, from managing customer conversations and sales activity to helping employees obtain IT services. The business emphasises software designed for end users and straightforward implementation.

The position and its setting

Freshworks lists Lead Customer Success Manager in San Mateo, CA, United States, under reference P-1002556_1. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 2 October 2026
• Brands: Freshworks

Responsibilities and work described

• 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 Customer Success Manager to own a portfolio of Key and Enterprise customers across North America
• You'll serve as a strategic partner to your customers, helping them maximize the value of their Freshworks investment while driving adoption, retention, and long-term growth
• You'll work closely with customer stakeholders and internal teams to proactively manage risk, strengthen executive relationships, and deliver meaningful business outcomes
• Own a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR
• Building: trusted relationships with business, technical, and executive stakeholders
• Drive adoption, value realization, customer health, retention, and renewal readiness
• Leadership: Executive Business Reviews, success planning, and other strategic customer engagements
• Proactively identify customer risk and coordinate cross-functional teams to drive resolution
• Partner closely with Account Executives on account strategy, renewals, and expansion opportunities
• Identify opportunities to deepen customer relationships and expand the value customers receive from Freshworks
• Collaboration: across Product, Engineering, Support, and Professional Services to deliver successful customer outcomes
• Travel as needed for executive engagements and onsite customer meetings

Essential requirements and candidate background

• 5+ years of relevant customer-facing SaaS experience, including experience managing strategic or enterprise customers
• Demonstrated success driving customer adoption, retention, renewals, and growth
• Experience building relationships with both technical and business stakeholders, including executives
• Commercial mindset with experience partnering on renewals and expansion
• Experience leading EBRs/QBRs and navigating complex customer relationships
• Communication, presentation, and cross-functional collaboration skills
• Proactive, hands-on approach with the ability to navigate multiple priorities

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Regular travel is required to support executive customer engagements, strategic business reviews, and onsite meetings
• The annual base salary range for this position is $112,000 - $145,000 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
• Work arrangement: Hybrid
• Advertised location: San Mateo, CA, United States

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Lead Customer Success Manager vacancy is not an offer for reference P-1002556_1; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Freshworks

Applications follow the official employer page linked below.

Open the official Freshworks posting below and match the title and reference P-1002556_1.

Compare your qualifications and experience with the essential conditions for the San Mateo, CA, United States position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Preparing a relevant example

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Relevant skills

• investment
• stakeholder management
• communication