Full-Time Sr. Manager - Customer Success

Freshworks 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, a Freshworks company.

This individual will be responsible for driving customer outcomes, retention, and expansion through a culture of transparency, accountability, and value-focused engagement.

This role is perfect for a people-first leader who thrives in a collaborative, customer-obsessed environment and believes in empowering teams to make informed, data-driven decisions.

What You’ll Do

• Hire, Lead, and Scale a High-Impact Team: Hire, manage, and mentor a team of CSM leaders and individual contributors, fostering a high-performance culture that prioritizes development, collaboration, and continuous improvement
• Drive Customer Success Outcomes: Own strategies for churn prevention and revenue expansion through proactive account management, outcome-driven value communications, health checks, and growth opportunity identification
• Deepen Customer Relationships: Act 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: Lead 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: Provide clear, consistent reporting and insights to senior leadership, flagging key risks, sharing customer feedback, and supporting data-informed decision-making across the business

6–10 years of experience in Customer Success or related roles, with 2+ years in people leadership
Consistently delivered on Gross Retention & 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

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