Lead - Customer Success

About Freshworks

Freshworks is dedicated to transforming how organizations experience software by delivering simple yet powerful business solutions that enhance customer and employee satisfaction. Trusted by over 72,000 companies worldwide, including notable names like Bridgestone, New Balance, and Sony Music, Freshworks offers enterprise-grade customer and employee experience software supported by a diverse global workforce of more than 4,500 employees.

Job Overview

The Customer Success team plays a vital role in engaging clients by providing both strategic and tactical support to ensure they maximize value from Freshworks’ product suite. As a Customer Success Manager, your mission will be to foster product adoption, cultivate strong client relationships, and secure long-term customer loyalty.

Key Responsibilities

• Serve as a trusted strategic advisor to a portfolio comprising Mid-Market and Enterprise customers.
• Mitigate customer churn and promote growth opportunities by identifying inefficiencies and recommending enhanced workflows.
• Develop and promote standardized best practices across the team and in collaboration with other functions to enhance the customer journey.
• Proactively engage customers through segment-based engagement strategies including conducting Quarterly, Monthly, and Executive Business Reviews.
• Map and document customer business processes, particularly for large Enterprise accounts, and maintain profound understanding of their specific use cases.
• Maintain comprehensive expertise of all Freshworks products, delivering customized product demonstrations and designing optimal solutions.
• Establish and manage strong relationships with key customer stakeholders through effective stakeholder mapping.
• Assess how clients utilize their Freshworks product investments and identify opportunities to improve efficiency and effectiveness across their operations.
• Advocate innovations by informing clients about the latest features and products in development by Freshworks.
• Collaborate closely with internal teams such as Product, Sales, Pre-Sales, Marketing, and Support to resolve customer issues and deliver solutions.
• Work with Program Managers to generate data-driven insights, enabling targeted and outcome-focused customer engagement programs.
• Take ownership of essential business metrics, specifically driving product adoption and customer retention.
• Support compliance initiatives by implementing Freshworks' compliance and information security processes.

Required Qualifications

• Excellent communication skills, both written and verbal, capable of articulating complex technical or vendor concepts to diverse audiences.
• A consultative approach with proven experience acting as a strategic trusted advisor for clients.
• Self-motivated with the ability to independently manage customer success activities for both large and small clients.
• Competence in tracking, reporting, and sharing client health metrics at established intervals.

Additional Information

Freshworks cultivates an inclusive workplace that empowers individuals to realize their potential, regardless of background, gender, sexual orientation, religion, or ethnicity. The company is committed to equal opportunity employment and believes diverse teams contribute to a vibrant and enriched environment that benefits employees, communities, and business outcomes. Join us to build a fresh vision and create real impact.