Lead - Customer Success

Company Description

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.

Job Description

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts. Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers. 

Kindly note this is an individual contributor role on our team. 

Our Customer Success Leads are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. We do this by demonstrating the value of Freshworks in business discussions with our customers by engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their maturity. The goal is to enable our customers to become successful and enthusiastic Freshworks champions. 

Our Customer Success Leads have a key role internally as well - Armed with key customer insight and knowledge, a Lead - Customer Success works with the sales, product, engineering, support, and marketing teams to bring the voice of customers inside Freshworks.
 

• Build and foster strong relationships with your portfolio of managing our Mid-Market & Enterprise segments customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team by proactively guiding customers' technical adoption journey and enabling them to deliver innovation and demonstrable business value to their end business users.

• Work with the Account Manager to manage all aspects of the account including defining account penetration, engagement, renewal and growth strategy.

• Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn. Lead - Customer Success ensure successful renewal.

• Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)

• Develop and apply domain/technical knowledge of the Freshworks platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.

• Act as the customer's first point of contact and liaison between customer and internal teams. Handle complaints, problems and escalations in timely, and effective manner

• Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews

• Travel as needed. 

Qualifications

• 5-7 years of experience working in customer-facing technical roles (in Customer Success, consulting, or related discipline)
• Experience in managing Mid-Market and/or Enterprise-level accounts
• Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams
• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams
• Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required
• Functional domain/technical knowledge of CX or EX solutions, best practices, and customer insights to remo