Freshworks: Lead - Program Management — San Mateo, United States

About Freshworks

Freshworks develops cloud-based software for customer and employee experiences. Its product range includes customer support, sales and marketing automation, chat and IT service management. The employer names Freshdesk, Freshsales, Freshmarketer, Freshservice and Freshchat, supported by shared platform services. These applications address different operational needs, from managing customer conversations and sales activity to helping employees obtain IT services. The business emphasises software designed for end users and straightforward implementation.

The position and its setting

Freshworks lists Lead - Program Management in San Mateo, United States, under reference P102010_1. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 19 October 2026
• Brands: Freshworks

Responsibilities and work described

• Stationed within the AMER Customer Success organization, this role is responsible for driving operational excellence and executing key Customer Success programs and initiatives across the region
• The Program Manager partners closely with AMER Customer Success leadership, the Customer Success Center of Excellence (CoE), and cross-functional teams to coordinate regional programs, streamline operations, improve data quality, and enable consistent execution across the business
• Core Focus Areas
• Reporting to the Senior Director - Customer Success to partner closely with AMER’s leadership team and the Customer Success Center of Excellence (CoE) to execute regional Customer Success priorities and programs
• Drive operational consistency across the AMER Customer Success organization
• Coordination: cross-functional initiatives and ensure timely execution
• Management: internal communications and lead regional operational cadences
• Support: forecasting processes, risk reviews, and operational reporting
• Continuously identify opportunities to improve team efficiency
• Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region
• Leadership: biweekly regional customer risk review meetings, ensuring risks are tracked, actioned, and communicated to leadership
• Management: and distribute the weekly Customer Success newsletter to keep the organization informed on key updates, initiatives, and announcements
• Create and maintain the monthly Customer Success All Hands presentation deck, partnering with leaders to collect updates and prepare meeting content
• Coordination: and administer the CSM Awards program, including nominations, communications, and recognition
• Support: the quarterly forecasting process by validating churn data, identifying discrepancies, and improving data hygiene to help ensure the organization remains on track to achieve retention targets
• Management: Customer Success communications, documentation, and knowledge resources

Essential requirements and candidate background

• Education
• Work Experience
• 5+ years of combined experience in Customer Success and Project/Program Management in the SaaS industry
• Experience coordinating cross-functional initiatives and driving projects from planning through execution
• Experience supporting leadership teams with operational planning, reporting, communications, and program coordination
• Experience managing recurring operational cadences such as forecasting, team meetings, or leadership communications
• Experience creating executive-ready presentations, documents, dashboards, and reports
• Project management and organizational skills with the ability to manage multiple priorities simultaneously
• Written and verbal communication skills
• Highly detail-oriented with analytical skills and a passion for maintaining accurate data and operational excellence
• Comfortable analyzing business metrics, validating data, and supporting forecasting processes
• Collaborate effectively across Customer Success, Revenue Operations, Enablement, Sales, and other cross-functional teams
• Self-motivated and proactive, with the ability to work independently and identify opportunities for improvements
• Facilitation and meeting management skills, including leading recurring operational meetings and driving accountability for action items
• Advanced proficiency using AI to save manual effort and time and improve efficiencies
• Adaptable and comfortable with ambiguity and taking ownership of new initiatives and operational projects as business priorities evolve

Education and qualification routes

• Degree / qualification: Bachelor's degree in Business, Project Management, Information Systems, or a related field preferred

Preferred experience and additional strengths

• PMP certification preferred
• Familiarity: business intelligence and reporting tools such as Power BI, Tableau, or Looker is a plus
• 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

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters
• Work arrangement: Hybrid
• Advertised location: San Mateo, United States

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Lead - Program Management vacancy is not an offer for reference P102010_1; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Freshworks

Applications follow the official employer page linked below.

Open the official Freshworks posting below and match the title and reference P102010_1.

Compare your qualifications and experience with the essential conditions for the San Mateo, United States position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: Power BI

For Power BI, describe the question the report answered, the data sources and your part in modelling or presentation. Explain how you checked measures and reconciled the output with a known reference.

Relevant skills

• AI/ML
• communication
• Power BI
• Tableau
• AI
• sales
• project management