Lead Customer Success (CX US Enterprise)

The Customer Success team proactively engages with customers to provide strategic and tactical guidance ensuring they derive maximum value from the Freshworks suite of products. As a Customer Success Manager you will drive product adoption build strong relationships and secure long-term customer retention.

• Experience: 69 years of experience preferably in SaaS Customer Success

• Impact You Will Create:

  • Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients.

  • Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows.

  • Standardize best practices within the team and cross-functionally to improve the overall customer journey.

Roles & Responsibilities (R&R)

• Customer Engagement: Engage proactively with customers using the established segment-based engagement mode. Run QBRs / MBRs / EBRs

• Use-Case Mapping: Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases.

• Product Expertise: Maintain deep knowledge of all Freshworks product lines. Ability to deliver tailored product demos and architect solutions using the best product-fit.

• Relationship Management: Align with key customer stakeholders to establish a strong customer relationship management program (stakeholder mapping).

• Value Optimization: Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains across their processes and tools.

• Innovation & Advocacy: Promote awareness of the latest innovations and upcoming features/products in the Freshworks pipeline.

• Cross-Functional Collaboration: Partner with internal teams (Product Sales Pre-Sales Marketing Support etc.) to ensure customer issues are resolved and solutions are delivered.

• Data-Driven Success: Work alongside Program Managers to derive data-driven insights and intelligence to run focused result-oriented customer engagement programs.

• Key Metrics: Own and drive two primary business metrics: Product Adoption and Customer Retention.

• Compliance: Implement and support Freshworks compliance and information security processes.

Qualifications :

Skills & Competencies

• Communication: Exceptional written and verbal presentation/communication skills (Essential). Ability to articulate complex technical or vendor concepts to audiences of varying technical levels.

• Consultative Mindset: Proven track record of establishing yourself as a strategic trusted advisor to clients.

• Ownership: A self-starter who can independently own ongoing customer success for both large and small clients.

• Reporting: Ability to track report and share client health status at timely pre-defined intervals.

• Tool Proficiency: Experience using standard customer management tools (e.g. Gainsight Salesforce Freshsuccess or equivalents).

Qualifications & Workplace Requirements

• Education: Minimum Graduation / Bachelors Degree is mandatory.

• Work Setup: In-office role based on the allotted shift alignment.

Additional Information :

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1