Sr. Manager - Customer Success D42 Freshworks

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Customer Experience, Employee Experience, Service SoftwareIndustries

Requirements

Candidates must have 6-10 years of experience in Customer Success or related roles, with at least 2 years in people leadership. A proven track record of consistently meeting Gross Retention and Net Expansion targets, and experience building and scaling CSM teams in SaaS or multi-product environments are essential. Strong knowledge of customer engagement models, lifecycle management, and strategic account planning is required, along with exceptional communication, coaching, and collaboration skills. A growth mindset rooted in transparency, accountability, excellence, and empathy is also necessary, and availability to travel is expected.

Responsibilities

The Sr. Manager of Customer Success Management will lead and mentor a team of CSM leaders and individual contributors, fostering a high-performance culture focused on development and collaboration. This role involves owning strategies for churn prevention and revenue expansion through proactive account management, value communication, health checks, and identifying growth opportunities. The manager will also act as a sponsor for key accounts, build trust with customer stakeholders, and align solutions with their strategic goals. Additionally, they will lead cross-functional initiatives to enhance CSM workflows, improve the customer lifecycle, and standardize engagement models, success planning tools, and enablement practices. Providing clear reporting and insights to senior leadership, flagging risks, sharing customer feedback, and supporting data-informed decision-making are also key responsibilities.

Skills

Customer Success Management

Team Leadership

Customer Retention

Customer Expansion

Data-Driven Decision Making

Mentoring

FreshBooks

Cloud-based accounting software for businesses

About FreshBooks

FreshBooks provides cloud-based accounting software aimed at simplifying financial management for small to medium-sized businesses and self-employed professionals. The software allows users to efficiently track expenses, time, and invoices, making it accessible even for those without accounting experience. Users subscribe to the service with various pricing tiers, and they can take advantage of a 30-day money-back guarantee and an 80% discount for the first four months. FreshBooks stands out from competitors by offering a user-friendly interface and mobile accessibility, enabling users to manage their finances on the go. The company's goal is to help business owners and accountants streamline their financial processes, improve organization, and enhance client relationships.

Toronto, CanadaHeadquarters

2003Year Founded

$149.6MTotal Funding

DEBTCompany Stage

Consumer Software, FintechIndustries

201-500Employees