Freshworks
Overview
Device42, a Freshworks company, is seeking a dynamic and strategic Sr. Manager of Customer Success Management to lead a team of high-performing CSMs, reporting into the VP of Customer Success at Device42. This individual will drive customer outcomes, retention, and expansion through a culture of transparency, accountability, and value-focused engagement.
What You’ll Do
Hire, lead, and scale a high-impact team of CSM leaders and individual contributors, fostering a high-performance culture that prioritizes development, collaboration, and continuous improvement
Drive customer success outcomes by owning churn prevention and revenue expansion through proactive account management, value-focused communications, health checks, and growth opportunity identification
Deepen customer relationships by acting as a sponsor for key accounts, building trust with customer stakeholders, and aligning solutions with their strategic goals through meaningful in-person and virtual engagements
Champion operational excellence by leading cross-functional initiatives to enhance CSM workflows, improve the customer lifecycle, and standardize scalable engagement models, success planning tools, and enablement practices
Ensure organizational alignment and visibility by providing clear reporting and insights to senior leadership, flagging key risks, sharing customer feedback, and supporting data-informed decision-making across the business
Qualifications
6–10 years of experience in Customer Success or related roles, with 2+ years in people leadership
Consistently delivered on gross retention and net expansion targets
Strong track record of building and scaling CSM teams in SaaS or multi-product environments
Deep knowledge of customer engagement models, lifecycle management, and strategic account planning
Exceptional communication, coaching, and collaboration skills
A growth mindset rooted in transparency, accountability, excellence, and empathy
Availability to travel
Additional Information The annual base salary range for this position is $166,400-239,200 USD.
Compensation is based on a variety of factors including location, experience, job-related skills, and level. Bonus/equity may be available.
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of 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.
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What You’ll Do
Hire, lead, and scale a high-impact team of CSM leaders and individual contributors, fostering a high-performance culture that prioritizes development, collaboration, and continuous improvement
Drive customer success outcomes by owning churn prevention and revenue expansion through proactive account management, value-focused communications, health checks, and growth opportunity identification
Deepen customer relationships by acting as a sponsor for key accounts, building trust with customer stakeholders, and aligning solutions with their strategic goals through meaningful in-person and virtual engagements
Champion operational excellence by leading cross-functional initiatives to enhance CSM workflows, improve the customer lifecycle, and standardize scalable engagement models, success planning tools, and enablement practices
Ensure organizational alignment and visibility by providing clear reporting and insights to senior leadership, flagging key risks, sharing customer feedback, and supporting data-informed decision-making across the business
Qualifications
6–10 years of experience in Customer Success or related roles, with 2+ years in people leadership
Consistently delivered on gross retention and net expansion targets
Strong track record of building and scaling CSM teams in SaaS or multi-product environments
Deep knowledge of customer engagement models, lifecycle management, and strategic account planning
Exceptional communication, coaching, and collaboration skills
A growth mindset rooted in transparency, accountability, excellence, and empathy
Availability to travel
Additional Information The annual base salary range for this position is $166,400-239,200 USD.
Compensation is based on a variety of factors including location, experience, job-related skills, and level. Bonus/equity may be available.
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of 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.
#J-18808-Ljbffr