Lead - Customer Success

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.

Your mission is to ensure our customers achieve their business objectives using Freshworks' suite of products, fostering deep, long-lasting relationships that drive retention and growth. You will act as the voice of the customer internally, influencing product and service enhancements.

Key Responsibilities:

• Strategic Account Management: Cultivate and manage a portfolio of enterprise accounts, building strong, multi-level trusted working relationships with key decision-makers and executives.

• Value Realization: Proactively ensure customers derive maximum value from their investment, leading to successful adoption, and identifying opportunities for upselling and cross-selling.

• Retention & Growth: Exceed customer retention targets by developing and executing strategic account plans. Proactively identify and mitigate churn risks.

• Customer Advocacy: Serve as a trusted advisor, deeply understanding customer needs and translating their feedback into actionable insights for our internal teams.

• Issue Resolution: Drive the timely resolution of complex customer issues by coordinating with Support, Billing, and other internal departments.

• Contract Management: Oversee all contract-related inquiries and negotiations for your portfolio

Experience:

• 7-10 years in a Customer Success, Account Management, or Consulting role within a SaaS organization.

• Proven experience managing a portfolio of large enterprise accounts, specifically within the Indian market.

• Demonstrated success in building and maintaining relationships with C-level executives.

• Track record of meeting and exceeding retention and growth targets.

Skill Inventory

Core Competencies:

• Strategic Thinking: Ability to develop and execute comprehensive account plans that align with customer goals and drive value.

• Relationship Management: Exceptional interpersonal and communication skills with the ability to build trust and rapport at all levels of an organization.

• Problem-Solving: Proactive and adept at identifying potential risks and creating effective mitigation strategies.

• Project Management: Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.

Technical & Domain Knowledge:

• SaaS Acumen: Deep understanding of the SaaS business model and customer lifecycle.

• Customer Success Best Practices: In-depth knowledge of established customer success methodologies.

• Product Expertise: A demonstrated ability to quickly learn and master new software products.

• CRM/Customer Support Software: Familiarity with tools like Freshworks or similar platforms is a 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.