Lead - Customer Success - Mid Tier - US

Customer Success will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from Freshworks suite of products.
 

Role Requirement:

● Engage proactively with customers using the engagement model (based on customer segment) laid out (Experience in the enterprise segment is a plus)

● Understand and document customer’s business flow (for large customers) and deep understanding of use-cases

● Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit

● Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)

● Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)

● Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)

● Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed

● Work with Program Managers to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs.

● Own two key metrics (Increase Product-Adoption & Customer Retention)

● Use customer management tools

● Implement and support Freshworks compliance and information security processes

● Open to working from the Chennai office in the US shift.

● 7-10 years of total experience with atleast 5 years in SaaS Customer Success 

● Proven track record of establishing themselves as a strategic trusted advisor to clients

● Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels

● Very Strong written and verbal presentation/communication skills (ESSENTIAL)

● Self-starter who can own ongoing customer success of both large and small clients

● Ability to report and share client’s status on a timely/pre-defined interval

● Minimum Graduation / Bachelor's Degree is mandatory

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.