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 DoOwn a portfolio of approximately 20-25 Strategic and Key Enterprise customers, representing $8M-$10M in ARRBuild trusted partnerships with executive sponsors, business leaders, and technical stakeholders, serving as the strategic advisor throughout the customer lifecycleHelp customers maximize the value of their Freshworks investment by driving adoption, business outcomes, retention, and long-term growthLead 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 experiencesTravel to customer sites throughout the year to strengthen relationships, facilitate executive meetings, and support strategic business initiatives 
