Regional Manager, Customer Success (East)

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

We're looking for an experienced leader to help us scale our Customer Success organization in North America, mentor our team to reach its fullest potential, and champion initiatives that bring Freshworks's core value of "Delight Made Easy" to life for our customers. If you are passionate about Customer Success and take pride in  creating a Happy Work Environment,  then this role is ideal for you.

In this role you will help evolve our Customer Success program to support Enterprise and Mid-Market customers in North America with particular focus on the Northeast.  You will manage a team of Customer Success Managers that partner with strategic customers to unlock value quickly and meet their business objectives with our full suite of products. You will be responsible for achieving team OKRs of retention and engagement, defining operational processes, building strong cross-functional relationships, and mentoring both tenured and new team members  to exceed their goals.

Job Description: 

• Lead a team of up to 6-10 Customer Success Managers to achieve goals of net dollar retention that includes customer retention, expansion and advocacy. 

• Contribute  to strategy and operational management of the Customer Success team in North America

•  Foster a culture of collaboration,  over-achievement, continuous learning and relentless pursuit of creating “wow” moments for our customers

• Support recruitment of top talent and deliver  top-notch employee onboarding and ongoing training

• Define and manage  to OKRs and leading indicators for your team

• Support Director of Customer Success in staff allocation,  headcount and portfolio optimization

• Help team Identify and address customer  risks and effectively  resolve  issues and blockers

• Act as the initial contact point for escalations from CSMs, advising on the way forward, stepping in on emails and/or calls when necessary, and also escalating to the Director when appropriate

• Develop strong  partnerships with cross-functional partners  in Product, Sales, Support and Marketing to deliver on our commitments to customers

• Be a strong ‘Voice of the Customer’ and communicate customer trends and feedback to internal teams to identify opportunities and  drive improvements in customer experience and internal processes

• Provide regular performance feedback & coaching; support team in  career development planning

• Be passionate about Freshworks products; understand the outcomes the Freshworks product and its features deliver to key customer personas and stakeholders at all levels of the organization.

Please note this a hybrid role with onsite expectations of 3x/week from our New York office location. 

Qualifications

• 7+  years in a Customer Success or related field within SaaS industry

• 2-4+ years of people management experience

• Strong leadership & 1:1 coaching skills

• Consistent track record of  leading a team to exceed customer  retention, growth  and advocacy targets

• Ability to develop strong customer relationships at all levels and above all a creative mind to deliver those “wow” moments

• A passion for delivering customer outcomes, leveraging deep product knowledge and understanding of customer goals and needs

• Ability to manage up and down within an organization effectively when experiencing roadblocks

• Experience in influencing and navigating decision-makers across matrixed organization