Senior Manager - Customer Success (Technical Team)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Company: Device42, a Freshworks company

Device42, a Freshworks company, is seeking a dynamic and strategic Sr. Manager, Customer Success Engineering, to lead their team of high-performing post-sales technical professionals. This role is responsible for driving customer outcomes, implementation success, and technical product adoption through a culture of transparency, accountability, and value-focused engagement. This position is ideal for a people-first leader who thrives in a collaborative, customer-obsessed environment and believes in empowering teams to make informed, data-driven decisions.

Requirements

• 6+ years of experience in customer success, technical account management, or related roles within a technical environment.
• 3+ years of leadership or managerial experience, leading technical teams.
• Strong background in IT Asset Management, IT Service Management, cloud technologies, or related technical fields.
• Exceptional problem-solving skills with the ability to manage complex customer environments and technical challenges.
• Excellent interpersonal and communication skills, with the ability to translate technical concepts for various stakeholders.
• Experience working with enterprise customers in a customer success or post-sales role.
• Proven ability to drive customer engagement, retention, and satisfaction through strategic initiatives.
• Strong analytical mindset with experience in using customer success platforms.

Responsibilities

• Hire, lead, mentor, and develop a team of technical Customer Success Engineers, ensuring alignment with company objectives and customer needs.
• Drive customer success strategies that improve product adoption, customer satisfaction, and retention.
• Act as a technical escalation point for complex customer issues, working closely with support, engineering, and product teams to resolve challenges.
• Establish and refine best practices, playbooks, and processes to enhance the customer experience and operational efficiency.
• Collaborate with Sales, Product, and Engineering teams to provide customer insights that influence product roadmap and feature development.
• Develop and maintain key customer technical relationships, ensuring a proactive approach to their technical needs and business objectives.
• Monitor key performance indicators (KPIs) to measure team success and identify opportunities for improvement.
• Foster a culture of continuous learning, technical excellence, and customer-centric thinking within the team.

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives, create better experiences for their customers and employees, and help them grow. Software is a choice that can make or break a business, creating better or worse experiences, and propelling or throttling growth. Business software has become a blocker instead of a way to get work done. There’s another option: Freshworks, with a fresh vision for how the world works.

At Freshworks, they build uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. Over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.