Customer Success Manager, Key & Enterprise

Job overview

The Customer Success Manager, Key & Enterprise role is hybrid in Boston, MA, with onsite work Tuesday through Thursday. The annual base salary range is $108,800–$134,400, with target bonus eligibility and an 80/20 base-to-variable pay mix. The role supports Freshworks’ growing Enterprise business and its customer experience and employee experience software. The manager owns a portfolio of Key and Enterprise customers, helping them realize value, adopt the software, renew, and grow. The role coordinates with customer stakeholders and internal teams to address risk, strengthen executive relationships, and deliver business outcomes.

What you'll do

• Manage a portfolio of approximately 30–35 Key and Enterprise customers representing $5M–$7M in ARR
• build relationships with business, technical, and executive stakeholders
• drive adoption, value realization, customer health, retention, and renewal readiness
• lead Executive Business Reviews and success planning
• identify risks and coordinate resolution
• partner with Account Executives on account strategy, renewals, and expansion
• collaborate with Product, Engineering, Support, and Professional Services
• travel as needed for executive engagements and onsite customer meetings.

What we're looking for

Skills & competencies

customer success manager

key accounts

enterprise customers

saas

customer adoption

customer retention

renewals

executive business reviews

boston ma

freshworks

hybrid

$108,800–$134,400/year

target bonus

medical insurance

Work arrangement

• Weekend coverage required

Benefits & perks

• Dental, medical, vision, disability and life insurance
• flexible spending, commuter and wellness benefits
• adoption and parental leave.

Why this role

Hybrid schedule based in downtown Boston, with onsite work Tuesday through Thursday; regular travel is required.

About the employer

Freshworks is hiring for this role. Industry: Software Publishers. Sector: 51.