Lead - Process and Program Excellence (Mid Tier)

We are looking for a strategic, data-driven, and execution-focused Program Manager to join our Mid-Tier business unit, which manages our existing customer portfolio across SMB, commercial, and lower mid-market segments. This role will directly influence revenue growth by driving programs focused on expansion (upsell/cross-sell) and retention, with a clear focus on improving Net Revenue Retention (NRR).

As a Program Manager, you will partner with cross-functional teams—Customer Success, Account Management, Product, Marketing, RevOps, Sales, and Analytics—to conceptualize, operationalize, and scale impactful programs that improve customer outcomes and business performance.

Key Responsibilities

• Design and execute programs to drive customer engagement, product adoption, upsell/cross-sell plays, and churn reduction across key customer cohorts.

• Translate high-level goals into scalable, outcome-driven initiatives aligned with Mid-Tier and org-wide OKRs.

• Leverage data analytics and business intelligence to uncover patterns, identify opportunity areas, and continuously improve program effectiveness.

• Work closely with Customer Success Managers and Account Managers to design repeatable motions that can be scaled across regions and segments.

• Use product usage signals, customer insights, and predictive indicators to prioritize customer segments and refine interventions.

• Bring a data-first mindset to all program decisions—own dashboards, define KPIs, and regularly report on impact to stakeholders.

• Collaborate cross-functionally to automate processes and enhance productivity through the use of AI tools and scalable tech enablers.

• Deliver program insights, business reviews, and executive-level presentations that communicate progress, blockers, and strategic shifts.

• Drive operational rigor—manage timelines, dependencies, and cross-functional alignment to ensure smooth execution.

• Identify whitespace opportunities and proactively propose new programs or experiments to accelerate expansion or reduce risk.

• 5-8 years of experience in program management, customer success strategy, GTM operations, or similar roles.

• Demonstrated ability to use data to influence decisions, measure program success, and iterate quickly.

• Strong presentation and storytelling skills—ability to convert complex ideas into clear communication.

• Exposure to SaaS customer lifecycles, GTM motions, and account-based strategies is a strong advantage.

• Comfortable working in fast-paced, ambiguous environments with multiple stakeholders.

• Proficiency in Excel/Google Sheets, PowerPoint, and project management tools; knowledge of Power BI or SQL is a plus.

• Experience or interest in AI-led programs and automation tools is a big plus.

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.