Lead Customer Success

About the job

As an enterprise Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships and ensure they get the most value from our suite of products. Key Responsibilities: • Customer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle. • Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals. • Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations. • Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products. • Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success. • Proactive Risk Mitigation: Identify and proactively address risks to client success, engaging clients whenever retention issues are identified. • Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction. • Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments. • Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services. • Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership. • Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.

Qualifications

• Proven success in a Customer Success role for a SaaS/product company
• 7-11 years of overall work experience
• Expertise in account portfolio planning, management and prioritization
• Strong attention to detail and a proactive approach to problem-solving
• In-depth knowledge of customer success best practices
• Exceptional communication and relationship management skills

About the company

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.