Senior Manager - Customer Success (Technical Team)

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our 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. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

Device42, a Freshworks company, is seeking a dynamic and strategic Sr. Manager, Customer Success Engineering, to lead our team of high-performing post-sales technical professionals. This individual will be responsible for driving customer outcomes, implementation success, and technical product adoption 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.

This role requires a strong leader with deep technical knowledge, exceptional communication skills, and the ability to drive customer success technical initiatives and programs. The ideal candidate will have experience in customer-facing technical roles and a proven track record of leading high-performing teams.

What You Will Do:

• 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

Qualifications

• 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 and CRM tools (e.g., ChurnZero, Salesforce, Freshworks)

Why Join Us?

• Be part of a cutting-edge technology company with a strong customer-centric culture
• Work with a highly skilled technical team and collaborate across multiple departments
• Competitive salary, benefits, and opportunities for professional growth
• If you are passionate about leading technical teams and ensuring customer success through strategic engagement and innovation, we want to hear from you!

Additional Information

The annual base salary range for this position is $ 186,300 - 267,835 USD

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.