Sr. Manager - Customer Success D42 Freshworks

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 DoHire, 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 improvementDrive Customer Success Outcomes: Own strategies for churn prevention and revenue expansion through proactive account management, outcome-driven value communications, health checks, and growth opportunity identificationDeepen 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 engagementsChampion Operational Excellence: Lead cross-functional initiatives to enhance CSM workflows, improve the customer lifecycle, and standardize scalable engagement models, success planning tools, and enablement practicesEnsure 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