Lead Customer Success Manager

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 Customer Success Lead to manage and grow relationships with some of our largest Mid-Market and Enterprise customers. This is a senior individual contributor role focused on driving strategic customer outcomes, retention, product adoption, and growth across a portfolio of key accounts. 

As a trusted advisor, you will partner with customers to maximize the value of their Freshworks investment through proactive guidance, executive engagement, and ongoing partnership. By building strong relationships across technical and business stakeholders, you'll help customers achieve meaningful business outcomes while creating enthusiastic advocates for Freshworks. 

In addition to managing customer success, you will serve as the voice of the customer within Freshworks. Leveraging insights from your portfolio, you'll partner closely with teams across Sales, Product, Engineering, Support, and Marketing to influence strategy, improve the customer experience, and drive continuous product innovation. 

What You'll Do: 

• Build and maintain strong relationships with a portfolio of Mid-Market and Enterprise customers, serving as a trusted advisor to technical and executive stakeholders. Drive retention, product adoption, and account growth by helping customers realize measurable business value from their Freshworks investment. 
• Partner with Account Managers to develop and execute account strategies focused on engagement, renewals, expansion opportunities, and long-term customer success. 
• Analyze customer health, product usage, and engagement data to identify risks and opportunities. Take proactive action to improve adoption, mitigate churn, and support successful renewals. 
• Collaborate closely with cross-functional teams including Sales, Renewals, Professional Services, Product, Engineering, Support, and Customer Advocacy to accelerate time-to-value, improve customer outcomes, and drive net revenue retention. 
• Leverage deep product, technical, and industry knowledge to guide customers through their adoption journey, remove blockers, and execute customer success plans. 
• Serve as the primary point of contact for assigned accounts, managing customer inquiries, escalations, and issue resolution in partnership with internal stakeholders. 
• Lead customer engagements including business reviews, product feedback sessions, success planning discussions, and executive stakeholder meetings. 
• Travel as needed to support customer relationships and business objectives. 

Qualifications

• 5-7 years of experience in a customer-facing role such as Customer Success, Consulting, Technical Account Management, or a related discipline
• Experience managing Mid-Market and/or Enterprise customer accounts within a SaaS environment
• Demonstrated success building relationships with diverse customer stakeholders, including technical administrators, business leaders, procurement teams, and executive decision-makers
• Proven track record of driving customer retention, product adoption, and identifying growth opportunities in partnership with Sales and account teams
• Experience managing a portfolio of customer engagements, balancing multiple priorities, and collaborating effectively across cross-functional teams 
• Strong understanding of customer experience, employee experience, SaaS platforms, and customer success best practices. Experience with Freshworks products is a plus. 
• Ability to quickly understand technical and business concepts and clearly communicate value to both technical and non-techni