Customer Success Manager — Key & Enterprise

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. What You'll DoOwn a portfolio of approximately 30-35 Key and Enterprise customers representing $5M-$7M in ARR. Build trusted relationships with business, technical, and executive stakeholders Drive adoption, value realization, customer health, retention, and renewal readinessLead 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 opportunitiesIdentify opportunities to deepen customer relationships and expand the value customers receive from FreshworksCollaborate across Product, Engineering, Support, and Professional Services to deliver successful customer outcomesTravel as needed for executive engagements and onsite customer meetings