Lead - Customer Success
Lead - Customer Success
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Your mission is to ensure our customers achieve their business objectives using Freshworks suite of products fostering deep long-lasting relationships that drive retention and growth. You will act as the voice of the customer internally influencing product and service enhancements.
Key Responsibilities:
Strategic Account Management: Cultivate and manage a portfolio of enterprise accounts building strong multi-level trusted working relationships with key decision-makers and executives.
Value Realization: Proactively ensure customers derive maximum value from their investment leading to successful adoption and identifying opportunities for upselling and cross-selling.
Retention & Growth: Exceed customer retention targets by developing and executing strategic account plans. Proactively identify and mitigate churn risks.
Customer Advocacy: Serve as a trusted advisor deeply understanding customer needs and translating their feedback into actionable insights for our internal teams.
Issue Resolution: Drive the timely resolution of complex customer issues by coordinating with Support Billing and other internal departments.
Contract Management: Oversee all contract-related inquiries and negotiations for your portfolio
Qualifications :
Experience:
7-10 years in a Customer Success Account Management or Consulting role within a SaaS organization.
Proven experience managing a portfolio of large enterprise accounts specifically within the Indian market.
Demonstrated success in building and maintaining relationships with C-level executives.
Track record of meeting and exceeding retention and growth targets.
Skill Inventory
Core Competencies:
Strategic Thinking: Ability to develop and execute comprehensive account plans that align with customer goals and drive value.
Relationship Management: Exceptional interpersonal and communication skills with the ability to build trust and rapport at all levels of an organization.
Problem-Solving: Proactive and adept at identifying potential risks and creating effective mitigation strategies.
Project Management: Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
Technical & Domain Knowledge:
SaaS Acumen: Deep understanding of the SaaS business model and customer lifecycle.
Customer Success Best Practices: In-depth knowledge of established customer success methodologies.
Product Expertise: A demonstrated ability to quickly learn and master new software products.
CRM/Customer Support Software: Familiarity with tools like Freshworks or similar platforms is a plus.
Additional Information :
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
